M.

com Consultancy Project

Superior University

M.com CONSULTANCY PROJECT
One stop shop (PTCL Franchise) 29-A civic Center Barkat market Lahore

2010-2011 School of Business & Management Sciences Superior University

SUBMITTED BY:
M.ALIKHAN WAQAS MANZOOR SHAHZAD AHMAD M.IJAZ 10304 10343 10327 10359

SUBMITTED TO:
PROF. SALMAN KHAN MANGOL

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M.com Consultancy Project CONTENTS
Acknowledgement Dedication …………………………………………….. 3 ……………………………….…………….. 4

Executive summary………………………………………………5 Introduction/Aims and objectives ……………………………… 6 Quality Vision statement of PTCL ……………….…………….. 8 Mission statement of PTCL……………………….……………. 8 Core values of One Stop Shop…………………………………...8 Objectives of One Stop Shop…………………………………… 9 Services and products ………………………………………….. 9 Literature review ………………………………………………10 Industrial analysis ……………………………………………..14 Research Methodology ………………………………………...16 Questionnaire ……………………………………………….....18 Analysis ………………………………………………………...20 Findings ……………………………………………………….23 Recommendations …………………………………………….24 Conclusion ………………………………………………….....26 Bibliography …………………………………………………..27 References …………………………………………………….28

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M.com Consultancy Project ACKNOWLEDGEMENT
“To Him belongs the dimension of the Heavens and the earth, it is He who gives Life And death and He has power over all things.” (Al-Quran)

All acclamation to Allah who has empowered and enabled us to accomplish the task successfully. First of all we would like to thank our Allah Almighty who really helps us in every problem during the completion of our project. We would like to express our sincere and humble gratitude to ALLAH almighty who’s Blessings, help and guidance has been a real source of all our achievements in our life. We would like to admit that we completed this project due to parents who pray for our success. We also wish to express our appreciation to our supervisor Salman khan Mangol who help us a lot and introduce us to new dimensions of knowledge. And we would like to acknowledge all our work to our parents and friends who guided to accomplish this never forgetting task. Last but not the least our team efforts, support, cooperation and encouragement showed by each member in the group each other.

DEDICATION

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M.com Consultancy Project

We would like to thank our professor Salman Khan Mangol who was always there to help and guide us when we needed help. His perceptive criticism kept us working to make this project more full proof. We are thankful to him for his encouraging and valuable support. Working under him was an extremely knowledgeable and enriching experience for us. We are very thankful to him for all the value addition and enhancement done to me. No words can adequately express my overriding debt of gratitude to my parents whose support helps me in all the way. Above all I shall thank my friends who constantly encouraged and blessed me so as to enable me to do this work successfully.

Executive Summary

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M.com Consultancy Project
One stop shop is offering a diversity of product and services but the problems occurs in the area of customer satisfaction and customer relationship management. The problems are like poor process of bill installment, problem/complaint handling, and one stop shop timings. Red tapism, and many more but these issues must be addressed to cop with the modern problems and improve the customer satisfaction and customer relationship management in the manner so that each and every customer became loyal and marketer of the organization. The key element is the poor human resources practices in the one stop shop like lack of professional behavior, rude behavior and defective management skills need to be demoralized and destabilized these above mentioned problems to bring the one stop shop in the line of prosperity and progress. We have done a lot of work on customer satisfaction and customer relation management for the completion of our consultancy project. We have done the quantitative and qualitative research. We did survey of One Stop shop and fill out questionnaire from customers of One Stop Shop and concluded findings /results and gave recommendations at the end; attach the filled questionnaire at the end of the Project. In this project we have seen that what kind of different problems have been faced by the people of One Stop Shop and how these problems can be removed, how the customers can be satisfied and through what circumstances maintain relation with the customer . Customer satisfaction and is the main area for of our consultancy project and for which we presented our recommendations and suggestions at one stop shop to removed and provide better services and satisfaction to customers to maintain the customer relationship management as well...

Introduction /Aims and Objectives

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M.com Consultancy Project
The main and most important aim and objective of one stop shop is to provide better services to the customer or providing customer satisfaction we as a team of superior consultant has to analyze the problems related customer satisfaction at PTCL franchise One Stop Shop26-A Civic Centre to improve the customer satisfaction. Being a service provider, PTCL is mainly focusing on customer services and all this is possible by due to customer satisfaction by offering different packages and taking different types of initiatives to increase the affordability of installation and usage was launched to increase the customer satisfaction and maintain good customer relations management. Generate customer satisfaction by meeting, or better yet exceeding, customers' requirements and expectations, i.e. delivering superior relative perceived value. Providing consumer product in best quality according to the demand of the customer, during over stay in the franchise, we have observe the many weaknesses in the processes. We observe that customers are not fully satisfied. PTCL is striving towards mobilizing the world for the future. For providing the better services, PTCL has to become a partner in innovation; PTCL should ready to shape a future that offers telecom services to bring the world close. PTCL is the largest telecommunications provider in Pakistan. PTCL also continues to be the largest CDMA operator in the country with 0.8 million V-phone customers. The PTCL maintains a leading position in Pakistan as an infrastructure provider to other telecom operators and corporate customers of the country. It has the potential to be an instrumental agent in Pakistan’s economic growth. PTCL has laid an Optical Fiber Access Network in the major metropolitan centers of Pakistan and local loop services have started to be modernized and upgraded from copper to an optical network. On the Long Distance and International infrastructure side, the capacity of two SEA-ME-WE submarine cables is being expanded to meet the increasing demand of International traffic. With the promulgation of Telecommunication (Re-Organization) Act 1996, the Pakistan Telecommunication Authority was established as the Telecom Regulatory body. Following the open licensing policy in BUY @ PKR 45.40 accordance with the instructions of Government of Pakistan and in exercise of powers conferred by Pakistan Telecommunication (Re-Organization) Act 1996, the basic telephony was put under exclusivity and PTCL was given seven years monopoly over basic telephony which ended by December 31, 2002. The year 2006-07 in the telecom sector witnessed a phenomenal growth in the mobile phone sector in Pakistan, which doubled its subscriber base to 60 million. PTCL's mobile phone subsidiary Ufone's subscriber

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M.com Consultancy Project
base grew by more than 87%, from 7.49 million to 14 million. The year also witnessed the entry of major telecom companies, most notably China Telecom and SingTel into the market. Restructuring and re-engineering are in their final stages along with the implementation of ERP system. From the end customer's perspective, a major initiative was put in place in the shape of 'Broadband Pakistan' service launch as a first step towards providing its customer with more value added service and convenience. With this offering, the PTCL not only bringing the benefit of high speed Internet access to subscribers in major cities but will also generate new revenue streams for future growth. The company also continued to invest in infrastructure development and addition of network capacity with a view to enhancing services and to relationship. build strong

Sources:
These are the sources through which data has been received:
 egadgets.pk/2011/06/15/ptcl-evo-wi-fi-cloud-review  ilm.com.pk/extra-curricular/latest...blog/ptcl-broadband-review  www.oppapers.com/subjects/telecom-engineer-page2.html  ww.accessmylibrary.com/coms2/summary_0286-36222464_ITM  en.wikipedia.org/wiki/Pakistan_Telecommunication_Company_Ltd  ptcltelephonedirectory.com/blog/ptcl-pakistan  www.scribd.com/doc/46538572/26417392-SWOT-Analysis-of-PTCL  www.pakeducationzone.com/.../7cbdc8497bd5a45430417e8c18eb6...

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Quality Vision of PTCL:
To be the leading Information and Communication Technology Service Provider in the region by Achieving customer satisfaction and maximizing shareholders' value'. The future is unfolding around us. In times to come, we will be the link that allows global communication. We are striving towards mobilizing the world for the future. By becoming partners in innovation, we are ready to shape a future that offers telecom services that bring us closer. Mission statement of PTCL To achieve our vision by having  An organizational environment that fosters professionalism, motivation and quality and customer satisfaction  An environment that is cost effective and quality conscious  Services that are based on the most optimum technology  "Quality" and "Time" conscious customer service and maintain customer relation management  Sustained growth in earnings and profitability

Core Values of One Stop Shop:
 Customer Satisfaction  Teamwork  Company Loyalty  Corporate Information  Professional Integrity  Customer relation management

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M.com Consultancy Project

Objectives of One Stop Shop:
 To provide quality services to its customers

 To provide maximum satisfaction to its customers by using the latest technology.

 To increase the worth of owner by providing maximum satisfaction to the customer

 To make the processes easy for the customer

 To provide the latest technological base services

Products & Services provided at One Stop Shop:
 PTCL Landline  PTCL V-Fone  Paknet Limited  PTCL Broadband  Smart Services

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Literature Review

According to jonathan barsky and leonard nash (2002) Customer satisfaction plays a very important role in achieving customer loyalty and profitability. It addressed different customer satisfaction issues. These issues were found by conducting survey and extract the answer of it. This article describes the customer satisfaction trend and also sees that emotions of the customer effect on industry or not. If we see over all trend of the customer satisfaction the score of Customer Satisfaction score in 2002 is 81 and in 2003 the score of Customer Satisfaction was 83 it is due to improvement of brand quality. Emotions play a very important role in customer satisfaction and loyalty. Emotions give better prediction for the measurement of product and service satisfaction. Company enjoys with the satisfaction of the customers and loyal customers enjoy of margins and company earns profit if company fails to satisfy the customers not longer exist in industry and market. Michael Conklin, Ken Powaga, Stan Lipovet sky (2004) says that Key driver in customer satisfaction describes the relationship between product quality and customer satisfaction by using the tools of co-operative game theory and risk analysis. Risk techniques are used to identify the key drivers of customer satisfaction or key dissatisfier and key enhancer. Quality management theories indicate that many key product and service attributes have a curved relationship to satisfaction. This paper suggests that key dis-satisfier need attention if key product and service relationship become failed then need to determine the reason of fail. Most important factors are determine in co-operative game theory related to environment of customer satisfaction and identify the problems against it. For our purpose Shapley value theory present a useful and convenient instrument for solving practical problem of customer satisfaction. Key drivers are the calculation of Shapley value of attributes each attribute is the set of key dis-satisfier that attribute need managerial attention. Shapley suggests that the mangers choose best direction for improving customer acquision and retention

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M.com Consultancy Project
Andreas Herrmann, Lan Xia, Kent B, Monroe, Frank Huber (2007) says in his paper the concept of price fairness and customer satisfaction that influence the perceived price fairness and satisfaction judgment. This study refers to automobile purchase from German car dealership. This study was conducted in context of car purchase and generalizability of the car further tested. Direct and indirect effect of price perception on satisfaction is determined here. Thorsten Hennig-Thurau and Alexander Klee(1997) University of Hanover, writes in his paper the customer satisfaction of company product and services is a key success of the company and establish long term relationship with the customers. Customer satisfaction is a central determinant of customer retention. The purpose of this article is to determine the process of customer retention by using the concept of customer satisfaction and relationship quality. So this article includes critical examination of satisfaction, retentions, relationship, and development of customer quality perception. customer retention is the target variable of the model. it focus on customer retention for developing the relationship. customer satisfaction depend upon the overall quality process and customer retention. Dawn lacobucci and amy ostrom, kellogg graduat school of management,(1995) says that the service quality and customer satisfaction are important concept for evaluation of the consumer. this article present the study and prefer the methodology related to the service quality and satisfaction and see that it is available or not. Service quality is directly proportional to the customer satisfaction, so it must be improved for the establishment of the long term relationship with customers. According to Russell S. Winner (2001) says that the revolution of information technology is necessary to build a relationship with a customer through abilities and respond directly request to customer and side by side provide customized experience towards customer to attract the customer. Due to this it is very easy to develop and sustain the long term relationship with the customer. The ultimate goal is to reduce customer acquisition cost and transform relationship with the customer with profitable position. Due to successful CRM program Customer relationship management is accomplished in three steps, customer attraction, customer conversion and customer retention. The problems of CRM that is a meaning of it some says different things to different people, other say CRM mean direct e-mail on the other hand it develop the products according to individual customer needs. Relationship programmers strongly

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developed by offering direct e-mail options. Other important point is customer services it must receive at high priority. Tim R. Coltmana, Timothy M. Devinneyb, and David F. Midgley says that in his paper we study the impact of customer relationship management, we also find that CRM initiative emphasis on customer relationship and cost reduction over all this paper also explain why CRM is more successful than others. Customer relationship management is important because it increases profit and develop long term relationship with customers. Information technology plays a very important role to better manage customer attraction during and after purchase (Bohling et al. 2006). Knowledge, successful organizational and technological capabilities it give positive effect on CRM performance. Some time CRM ignores the reality due to it many customer do not want to engage the relationship. Customer relationship management suffers when it is poorly understood, improperly applied, incorrectly measured and managed. This study represent the combination of investment in human, technological and business capabilities it creates superior CRM capability, so by combining two school of thought capabilities and strategic we build a relevant theory of CRM performance. Rose Janjice describes in his white paper that Customer relationship management plays a very important role in all major industries:“Business strategy that involves focusing knowledge business processes, and organizational structures around customers and prospects enterprisewide.”CRM become more electronic in nature, customer want innovation in it, customer want ATM machine to accomplish the requirement no matter is that any language can be used. Customer relationship marketing also plays a very important rule in customer relationship management. Customer retention is very necessary to up-grade the industry. In customer relationship management following process is very important to accomplish the process of CRM activity. There are different stages through which customer can be satisfied and build strong relation ship with them because customer is very important for an organization. Hewlett Packard says that reveals a business enterprise and focus on knowledge, organizational structure and customer for whole organization. In order to better understand the behavior of the customer, time management is very important to accomplish this procedure.The end result is strong customer relationship which leads towards acceptable customer loyalty, profitability and retention.

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M.com Consultancy Project

Adele Berndt, Frikkie Herbst, and Lindy Roux (2005) says that Customer service and customer relationship management attaining a sustainable competitive advantage in the market place. CRM is a managerial philosophy that purpose to sustain the long term relationship with the customer. In order to implement CRM, a key dimension is a customer service in which way customer received service easily and then identifies the customers where they were: then create a interaction with the customers and then through effective communication tell the customers about product and services. The issue of CRM and customer services is important in developing environment so that customer satisfaction increased. this study also suggests that the organization developing an environment to pay attention with the customer and establish the good relationship with the customers. The CRM implications are that within the organization, customer services are improved and strong relationship with the customer are established. This paper also emphasis on customer service in order to ensure the objective of CRM strategy. Shannon scullin, Jason Allora, Geoffery Owen, Jerry Fjermestad year (2000) stated in his article that Electronic customer relationship is a latest example in the field of customer relationship management, electronic customer relationship is more necessary in the business field because business is up-graded by establishing relationship with the customer. In today world, companies rely upon electronic way for relationship with the customers. Traditional way is slow and expensive. This paper promotes the value of electronic customer relationship management its benefits and ways to identify for the implementation of electronic customer relationship management

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M.com Consultancy Project

Industrial Analysis
Pakistan followed a gradual approach to liberalize its telecom market. During 1990s, as a first step, market was opened for value added services and competition was introduced in cellular mobile sector as four licenses were issued (Mobilink, PTML, Paktel and Instaphone). The government monopoly was retained in fixed line services, however, PTCL legal monopoly ended with effective from 31st December2002. The government announced Telecom Deregulation Policy and Cellular Mobile Policy in 2003 and2004 respectively. The telecom regulatory, issued new licenses for Long distance International (LDI) and Local Loop Fixed (LLFixed), Wire Local Loop (WLL) and Cellular Mobile. With the issuance of new licenses the market is now open for full competition in all segments of the sector. Pakistan’s telecom sector has finally begun moving and looked set for an era of phenomenal growth. The sector has witnessed tremendous growth in recent years with Teledensity depicting major expansion after deregulation. The primary purpose of deregulation of the sector was to encourage healthy competition while providing better quality products and services to customers on lower prices as well providing best technology available world wide .Current Teledensity in Pakistan has expanded exponentially from 4.3 percent in 2002-03 to stand at 48.4 percent in 2006-07 with currently standing at over 52 percent, with better services and competitive rates. Also, increasing inflow of foreign investment in the telecomm sector has resulted in the introduction of new cut throat technologies for provision of various telecom services including cellular, wireless and internet services. In recent times, the focus has increasingly shifted from Fixed Lines to Cellular and Wireless Fixed Lines (WLL), with better portability and convenience. WLL has shown an improvement from 0.7 percent to 1.1 percent in 2006- 07 from last year with subscribers of 2 million .Cellular segment remained the vital player with increase in total Teledensity contributing 48 percent. In the urban markets introduction of Broadband internet services by various Telecomm giants such as PTCL, World Call and Wateen has further benefited the consumers to access timely information over the internet with competitive rates.

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M.com Consultancy Project
The broadband penetration however has not depicted as much growth as expected growing with 3.5mn subscribers in 2007 against 2.4mn subscribers in 2006. PTA estimates broadband Subscribers to grow to over 5 million by 2010. World Call has initiated cable television services with PTCL expected to follow suite by providing IPTV services through its Triple Play services, ensuring diversification of products and services. Recent conducive environment provide by PTA has resulted in increased FDIs in the sector with investments of USD2.7 billion during the last five years .The future for telephony lies amongst unexplored rural regions of Pakistan with all major telecom operators looking forward to tap these markets with a major contribution by WLL and Cellular segments due to cheaper installation costs. With healthy competition instigating lower local and international tariffs and availability of alternative services has progressively benefited the consumers overall.

Sources:
Following are the sources through which data has been received.
 Telecompk.net/2009/08/20/swot-analysis-pakistan-telecom-industry/  www.itinsight.info/ptcl_likely_to_pose_more_profit.htm  www.corporateinformation.com/Company  www.merapakistan.com/directory/swot_analysis_of_ptcl.htm  www.ptcl.pk.com

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Research Methodology
Overview:
We did quantitative research (questionnaire) and qualitative research (interviews) in this consultancy project and used two types of data: Primary data and Secondary data, the primary data includes questioners filled by customers of One Stop Shop and qualitative includes direct interviews conducted by over consultancy team from the customers. The secondary data includes PTCL’s Annual report, accounts summary of PTCL websites, newspapers.

Problem Area:
The customer satisfaction and customer relationship management is the main problem area of our consultancy project. Customer satisfaction is badly effected when customer complaint regarding it and it did not resolved timely and properly then due to which relationship and satisfaction reduced quickly which is not a good thing for an organization /business.

Problem statement:
The problem statement is that One Stop Shop not providing the maximum satisfaction to the customers.

Data collection:
Two types of data is used in this consultancy project to render the best customers satisfaction to our valuable customers

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Primary

Data

Collection:

Primary data consist of two types of interviews:
• •

Formal interviews Informal interviews Questionnaire

Secondary
• • • PTCL annual report Web sites www.ptcl.pk.com News papers

Data

Collection:

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M.com Consultancy Project

Questionnaire
Research topic:

Customer Satisfaction (One Stop Shop)

The students of Superior University design this questionnaire for the consultancy project at One Stop Shop 29-A civic center barkat market to collect data and analyze the data to provide the maximum services and satisfaction to the customers. Name: ___________________ Occupation: __________________

 How do you rate our services provided at one stop shop?

(a) Excellent

(b) Good

(c) Satisfactory (d) Average

(e) poor

 In your opinion bill settlement process is

(a) Excellent

(b) Good

(c) Satisfactory (d) Average

(e) poor

 How do you rank complaint handling process in this one stop shop?

(a) Excellent

(b) Good

(c) Satisfactory (d) Average

(e) poor

 What do you rate/ analyze/ perceived that how much bill installment process is (a) Excellent (b) Good (c) Satisfactory (d) Average (e) poor

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M.com Consultancy Project

 How quickly complaint handling responded? (a) Excellent ( with in one day) (b) Good (with in two days) (c) Satisfactory ( with in3-4 days) (d) Average (with in week) (e) Poor (never responded)

 How do you rate the professional behavior of staff at one stop shop/ how much co-operative staff with you?

(a) Excellent

(b) Good

(c) Satisfactory (d) Average

(e) poor

 In your opinion how do you rate that latest technology and services are provided at one stop shop? (a) Excellent (b) Good (c) Satisfactory (d) Average (e) poor

 How do you rate the overall corporate environment of one stop shop as compare to other franchises?

(a) Excellent

(b) Good

(c) Satisfactory (d) Average

(e) poor

 In your opinion the timings of one stop shop should be extended or not/suitable /flexible for customers? (a) Yes questionnaire (b) no  Please give your suggestions to improve/ better the services or any thing which is missing in the

______________________________________________________________________

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M.com Consultancy Project

_____________________________________________________________________

______________________________________________________________________

Thanks

ANALYSIS / DATA ANALYSIS
We have taking views of the customers at One Stop Shop by filling the questionnaire and did data analysis on the basis of this questionnaire, which has been explained below:

Through the data analysis it is concluded that 10 % (percent) customers are fully satisfied with our One Stop Shop services and rated as Excellent and 42 % (percent) are satisfied with our services and ranked as Good. 24 % (percent) are in satisfactory position related to our services and 22 % (percent) come in Average category according to our services point of view and only 2 % (percent) are not satisfied with our services and fall in Poor category.

16 % (percent) people say that your bill settlement process is Excellent and 28 % (percent) people say that your bill settlement process is Good. 26 % (percent) customers say that One Stop Shop bill settlement process is satisfactory and also 26 % (percent)

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M.com Consultancy Project
customers say that bill settlement procedure is Average and only 4 % (percent) are fed up with our bill settlement process or are not satisfied our services and come in Poor category.

13 % (percent) customers say that your complaint handling process is Excellent and you instantly solve our problems/complaint. 41% (percent) people say that your One Stop Shop complaint handling process is Good. 27% (percent) people in satisfactory position related to our complaint handling process. 19 % (percent) customers fall in Average category relate to our complaint handling process and no customer fall in Poor category in connection with our complaint handling process.

Through data analysis we checked the analysis of customer related to our bill installment process. Here we took the comments of our customers. 17 % (percent) customer says that your bill installment process is Excellent, this process is done quickly. 13 % (percent) people come in Good category related to our bill installment procedure. 37 % (percent) customers come in satisfactory position in connection with our bill installment procedure. 19 % (percent) people fall in Average category for our bill installment procedure. 13 % (percent) customers are not totally satisfied with our bill installment process. They come in Poor category and say that they take a lot of time to accomplish this process.

6 % (percent) customers say that One Stop Shop staff respond our complaint within one day and come in Excellent category.37 % (percent) people say that One Stop Shop staff respond our complaint with in two days and fall in category of Good. 24% (percent) customer say that One Stop Shop staff respond our complaint with in 3-4 days and come in satisfactory category and also 24% (percent) customers in Average position because they say that One Stop Shop staff respond our complaint with in week. 8 % (percent) people say that One Stop Shop staff gives severer or gave no respond of our complaint and fall in Poor category.

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M.com Consultancy Project

24 % (percent) customers say that the professional behavior of One Stop Shop staff is Excellent and they fully co-operate with customers and come in excellent category. 43 % (percent) people fall in category of Good related to professional behavior of One Stop Shop staff and also according to co-operation of One Stop Shop staff. 17 % (percent) customers are in satisfactory position related to professional behavior and co-operation of One Stop Shop staff. 8 % (percent) come in Average in connection with professional behavior and co-operation of One Stop Shop staff 6 % (percent) are dissatisfied with the professional behavior and co-operation of One Stop Shop staff and fall in Poor category.

15 % (percent) customers are fully satisfied of the technology and services provided by One Stop Shop and fall in excellent category. 27 % (percent) people come in category of Good in connection with latest technology and service of ONE STOP SHOP. 20% (percent) Customers are satisfactory position related to technology and services are at One Stop Shop. 27 % (percent) people fall in Average category related to technology and services are at One Stop Shop. 10 % (percent) are this dissatisfied with latest technology and services of One Stop Shop and come in category.

6 % (percent) Customers say that overall corporate environment of One Stop Shop is Excellent as compared to other franchises.41 % (percent) fall in Good category related to overall corporate environment of One Stop Shop. 19 % (percent) people are in satisfactory position regarding overall corporate environment of One Stop Shop. 14% (percent) customers are in Average category in connection with over all corporate environment of One Stop Shop. They are averagely satisfied. 16% (percent) are in Poor category and show Poor performance of One Stop Shop related to over all corporate environment.

64% (percent) customers say that the timing of One Stop Shop should be extended for customers or these timings are not suitable or flexible for the customers.36% (percent)

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customers says that timing of One Stop Shop should not be extended because it is suitable for customers.

FINDINGS/RESULTS
After filling up the questionnaire and doing the survey we found some findings which are faced by the customers of One Stop Shop due to which they are not fully satisfied from them (services provided by the One Stop Shop) and there is need for improvement to satisfy the customers. These are discussed below.

 Through the questionnaire it is found that the services provided at One Stop Shop are not

satisfactory or favorable for the customer due to which customer satisfaction is not up to the mark or which do not meet the level of customer’s satisfaction and need to be improved.

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It is also find that the bill settlement process of One Stop Shop is so much complicated due to which customers face lot of problems and feel uncomfortable so this is the main issue/problem of One Stop Shop which should be resolved.

 Customer complaint handling process is not as good as it should be because of the too

lengthy process.
 When a customer request for bill installment at the One Stop Shop, The staff shows non

professional behavior, sometimes paid bill installment is added to next bill, so it is also the problem that is faced by the people/customer of One Stop Shop. Simply we can say that bill installment process is also not good as it should be.
 People are not satisfied with the One Stop Shop staff behavior because staff of One Stop

Shop not co-operative with the customer and not responded well which is also the main findings or problems of One Stop Shop.  Customers are not satisfied with the technology and services which are provided at One Stop Shop.  Due to lack of professional environment like no cooperative environment. No training and development is made for employees at very Good level, due to it employee’s performance towards customers is not favorable or customers are not satisfied with it.

 The timing of customer dealing is very limited that is 9 to 5 pm, due to it some job holders can’t get benefit of it because of so much busy from 9 to 5 pm.

RECOMMENDATIONS FOR IMPROVEMENT:

 As through the questionnaire finding we analyze that the services provided at One Stop

Shop is not too much good. People come One Stop Shop and no proper guidance is given to customer regarding services of EVO, U-fone, and smart TV etc. Counter of services

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are not properly define and customer faces problems in old process. As the consultant ant team we suggest that the Customer must led to dedicated counter for information about EVO, U-fone, smart TV, DSL etc.. Customer Relation Officer must review customers query and CUSTOMER SERVICE REPRESENTOR must give the accurate information regarding it so that customer will satisfied from it. The bill settlement process was so much complicated and customer fed up, customer do not know how and where he come for bill settlement due to this complication customers are dissatisfied .this process is long and lengthy (Bill Installment process).According to our point of view we suggest what CUSTOMER RELATIONSHIP OFFICER review customer query and customer must go to dedicated counter for desired changes and CUSTOMER SERVICE REPRESENTIVE/authorized person correct the bill and hand over to customer due to it customer will be satisfy. OR The bill settlement process should be improved and limited to one window operation for the convenience for the customer, this will enhance the satisfaction level in the customers and they will remain loyal in this way.

 Customer complaint handling process is not good as it should be because lot of ways will

incurred to accomplish this process some time resource person is not available, and manually this process is done and if record not found in time customer wait for more days to get solution of complain. It is suggested that New way must be easy for customer and every step must be properly defined relationship officer must review the customers query and sent to the dedicated counter and Customer Services Representation must registered the complaint of customer in the software and give complaint number to the customer OR The compliant handling process should be made effective and make it possible to handle and resolve the customer queries as soon as possible by using the latest technology and knowledge for the customer ease.

 When a customer gives request of bill installment, customer gets non professional

behavior towards ONE STOP SHOP staff because duties are not properly defined, so that customer faces problems customer does not know whose counter he goes. We suggested that customer give application for bill installment and give Identity card copy then go to the manager for installment and manager write amount and sign it and CUSTOMER SERVICE REPRESENTIVE made new bill for customer this process accomplished within time or the customer should be given maximum option in this regard.

 People are not satisfied with the ONE STOP SHOP staff behavior because ONE STOP

SHOP staff not cooperates with the customer. There should be services counter are

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properly defined and duties of every employee of One Stop Shop is also well properly defined. Training should be given to the employees of ONE STOP SHOP regarding Human Resource means how to treat the customers or how to behave with customer so that they easily handle the customer in efficient way and avoiding the problem of staff misbehaving.

 Due to lack of professional environment like no corporate culture no training and development of employees. We suggested that professional environment must be given by provided new direction of employees towards work and professional environment and also training is given to ONE STOP SHOP employees so that they work at Good level.

Customers are not satisfied with the technology and services because in old way every employee works manually and lot of time required accomplishing the work due to which most of the problems are not solved in time and customers are not satisfied. There should be the use of new technology or latest technology with the help of it every complicated process and customer problem solved instantly and get response quickly.

Conclusion:

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M.com Consultancy Project
We have done the quantitative and qualitative research .we did survey of One Stop shop and fill out questionnaire from customers of One Stop Shop. In this project we have seen that what kind of different problems have been faced by the people of One Stop Shop and how these problems can be removed, how the customers can be satisfied and through what circumstances maintain relation with the customer .Customer satisfaction and is the main area for of our consultancy project and for which we presented our recommendations and suggestions at one stop shop to removed and provide better services and satisfaction to customers to maintain the customer relationship management as well...There are many issues in the customer satisfaction and customer relationship management process of one stop shop which we have identified during our project like poor process, red tapism, ineffective bill settlement process and many more but these issues must be addressed to cop with the modern problems and improve the customer satisfaction and customer relationship management so that each and every customer became loyal and marketer of the organization. The key element is the poor human resources practices in the one stop shop like lack of professional behavior, rude behavior and defective management skills need to be demoralized and destabilized to bring the one stop shop in the line of prosperity and progress. To put the pre-going discussion in a net shell, it can safely be ventured to opine that customer satisfaction and customer relation management is the key element and the key critical success factor in this franchise in our opinion.

Bibliography

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M.com Consultancy Project
For successful completion of this project we have utilize different available resources, from which we have obtain required data. These resources lie in both digital and analog form. Most of the information is obtain from Internet, while a visit to company is also made to get further information. We are thankful to company management who had welcome and cooperate with us. Resources which are consulted discussed below:

Resources:
       Company’s website - www.ptcl.com.pk Company Annual Reports Magazine Business Economist Google.com Economic survey of Pakistan Businessrecorder.com Security and Exchange Commission of Pakistan

 PTA Reports

References:
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M.com Consultancy Project

 Barsky. Jonathan D.,and Nash .,Leonard, Customer Satisfaction:Applying Concepts to Industry-wide Measures Vol. 43, No. 2 (February 2002), pp. 39–46.

 Conklin., Michael., Powaga Ken Lipovetsky., Stan ., (2004) Customer Satisfaction

Analysis and Identification of Key Drivers. European Journal of Operational Research, 154/3, 819-827.

 Herrmann., Xia., Monroe., and Huber . (2007) the influence of price fairness on customer Satisfaction Journal of Product & Brand Management Volume 16 · Number 1. 49–58

 Hennig., and and Klee. D.(1997) .The Impact of Customer Satisfaction and Relationship

Quality on Customer Retention .Psychology & Marketing John Wiley & Sons, Inc. Vol. 14(8):737–764

 Iacobucci.,ostrom., and Grayson. (1995).Service quality and customer satisfaction of the

consumer.Journal Associates.Inc

of

Consumer

Phychology,4(3),277-303,Lawrence

Erlbaum

 Winner , S., Russell, A .(2001) . Customer Relationship Management Haas School of Business University of California at Berkeley.  Berndt , Herbst, and Roux ,(2005) .Customer service and specifically Relationship management crucial to attaining a sustainable competitive advantage in the Marketplace. Journal of Global Business and Technology, Volume 1, Number 2.
 Scullin ., Jason., Owen., and Fjermestad., (2000). Customer Relationship Management

has become the latest paradigm in the world of Customer Relationship Management. New Jersey Institute of Technology (School of Management).

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M.com Consultancy Project
 Coltman .,R. Tim.,

Devinney., M Timothy. , and David F. Midgley the impact of customer relationship management and Firm Performance a University of Wollongong, NSW, Australia.

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