54929256 management information systems of ptcl pakistan

8/20/2019 54929256 Management Information Systems of PTCL Pakistan

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Management information system of PTCL

Table of contents

Introduction of ptcl ========================================================= 2

Information systems======================================================== 4

PTCL information systems=================================================== 4

Old telegraph system======================================================= 5

Computerized fault management system======================================== 5

Adantages of Computerized fault management system============================= !

"isadantages of Computerized fault management system=========================== #

$%CC &ystem '$usiness and Customer Care &ystem=============================== #

Adantages of $%CC====================================================== ()

"isadantages of $%CC===================================================()

Partial office automation system=============================================== ((

*uman resource management information system===========================((

Information system pro+lems and their solutions ============================(2

Conclusion ===============================================,======== (!

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,se of di8erent operational and "stomer are soft%ares li#e

0P$ 5:P$ 3;CC Change in Logo of PTCL

:fter privati'ation their main fo"s is on prod"tivity and "stomer

satisfation(

C"rrently PTCL is involved in follo%ing operations


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PTCL is the largest teleomm"niation ind"stry in Pa#istan( PTCL is all

set to redeBne the established bo"ndaries of the teleomm"niation

mar#et and is shifting the prod"tivity frontier to ne% heights(

Information Systems

In organization different -ind of leels are inoled in management. there are

different information systems at different leel of organization/ One information

system cannot proide all the information that0s 1hy all departments coordinated

1ith each other and ointly made a management information system for 1hole

organization/

PTCL information systems

3ollo1ing are the information systems inoled in PTCL/

OL" Telegraph &ystem

Computerized 3ault anagement &ystem

$%CC '$usiness and Customer Care &ystem

Partial Office Automation &ystem

*uman 6esource anagement Information &ystem

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/ PTCL is diided into t1o stages '( strategic. management. -no1ledge and

operational leel '2 functional areas such as sales and mar-eting. manufacturing

finance. accounting and human resource

Old Telegraph System

Old Telegraph system has +een terminated +y the PTCL no1 +ecause of arious

recommendations/ PTCL is improing and modernizing the system to meet the

re7uirements of the 2(st century +ecause in deliering Telegrams +y post it ta-es

three to four days/

Computerized Fault Management System

C3& stand for Computerized 3ault anagement &ystem. 1hich is used at

operational leel in PTCL/ This system of PTCL helped in improing the net1or-

% is +eing used to register % rectify Land Line 3aults in a computerized 1ay/ This

fault management system contains actiating notification soft1are that allo1s a

human to ta-e proper interention/ This system 1as 1or-ing in fe1 cities +ut no1

it is aaila+le all oer Pa-istan/ In this system 1hen customer calls to PTCL at

(2(8 for complaints it registers there complaint and then this system trac- the

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faults and complaints for a particular user and sent notification alert for

solutionthensystem itself calls +ac- to the customer to -no1 1hether the

customer pro+lem has +een soled and has the customer +een satisfied or not/

Advantages of Computerized Fault Management System

3ollo1ing are the adantages of using computerized 3ault management &ystem/

Proide Costumer0s feed+ac- to top management regarding their

pro+lems/

Trac- the faults and complaints/

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3ocus on Customer &atisfaction/

*elp anagers to understand difficulties of customers regarding pro+lem

solutions/

9hen a pro+lem of a customer is not soled then a message is sent on

the mo+ile of senior management +y system/

Disadvantage of Computerized Fault Management System

3ollo1ing are the disadantages of this system that 1e found during our analysis/

&ecurity Threats +ecause there is no proper security aaila+le for this

system/

:o immediate +ac-up for failure of this system

This system is not a+le to automatically ta-e action. either launching a

program or script to ta-e correctie action/

!CC System "usiness and Customer Care System#

The 1hole net1or- of PTCL only one soft1are name $%CC '$usiness %

customer care &ystem is used and 1hich is cost appro;imately < Ara+ rupees/

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This system is operated at all three leels of PTCL. 1hich are operational. iddle

leel. Top anagement/ This system includes the follo1ing functions

3ranchise and Payphone anagement

Costumer Information

Product Information

&ales anagement

Order ntry

Order anagement

6esource anagement

ery employee in PTCL has an access to this soft1are +ut options are limited

according to the authority of each employee/ 3or e;ample if an operational leel

login his username and pass1ord then the options regarding his o+ appear on

screen and if top manager login his username and pass1ord then the options for

his purpose appear on the screen/ The decision to grant installment in the +ill to

customer is made +y lo1er leel superisors according to predefined criteria/

Fran$hise and Payphone Management and Costumer Information

These t1o functions inole +ill payment and customer account information/

PTCL employees ust hit the phone num+er of customer and all the detail

regarding +illing and accounts appear on the screen/ These functions include the

follo1ing things

Costumer :ame

Customer Address


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C:IC

Payment Code

Payment :ame

Payment ode

Payment Type

Produ$t Information

Product information inoles the details a+out the product. 1hich has +een used

+y the customer/ 3or e;ample it tells either a customer has used a PT&: or any

other differentiated product/ It has ta+s of Product code. Product type. Product

&tatus and $ill &tatus/

Sales Management

&ales management function of $%CC tells a+out the daily sales transactions and

trac- elementary actiities and transactions of the organization/ It includes sales

dialogs. customer e;perience a+out the sales and sales information a+out 1al-,

in 7ueries and e;isting customers/

Order %ntry and Order Management

These t1o functions include the details a+out ne1 order and any change in

e;isting pac-ages/ Its process depends upon three phases

Accepting ':e1 Orders or :e1 Pac-age

*andling 'Processing

Completed 'Completion of Process

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&esour$e Management

6esource anager inoles the computerize trac-ing of receipts. cash. deposits.

payroll and store information for their materials li-e ca+les. telephone sets etc/

Advantages of !CC

$%CC used for all three leels of anagement 1hich made it a sole

information system of the Organization

Immediately can trac- the data a+out the customer. 1hich made +illing

and other process 7uiet easy/

"escri+e a+out the ne1 orders and pac-ages conersation of customer to

their respectie department/

Purpose of $%CC is to control. monitor and manage the entire PTCL

net1or- and to enhance and optimize :et1or- anagement through a

transparent and centralized platform/

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Increase net1or- aaila+ility through nhanced >uality of &erice and

centralized performance statistics and reporting mechanism/

It proides the description a+out the resource used +y organization andhelp managers to managing the resources/

Disadvantages of !CC System

3ollo1ing are the disadantages of $%CC. 1hich 1e hae found during our

analysis/

uch complicated soft1are for operational leel employees +ecause

these employees are not 1ell educated and trained/

Chances of Identity theft in this system/

$rea-do1n of this system can +e the +rea-do1n of the 1hole net1or- of

PTCL/

"ecision,ma-ing through this system is slo1. 1hich leads to the lac- of

productiity/

"ifficulty for Top anagers to ta-e decision ia this system +ecause it is

not easy as compare to && or "&&/

Partial Offi$e Automation System

PTCL also implement partial office automation system. 1hich is +ased on

data+ase/ It includes only t1o follo1ing things

9ord Processor

"es-top Pu+lishing

Office automation systems 'OA& are configurations of net1or-ed computer

hard1are and soft1are/ A ariety of office automation systems are no1 applied to

+usiness and communication functions that used to +e performed manually or in

multiple locations of a company. such as preparing 1ritten communications and

strategic planning/ In addition to this. functions that once re7uired coordinating

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the e;pertise of outside specialists in typesetting. printing. or electronic recording

can no1 +e integrated into the eeryday 1or- of an organization. saing +oth

time and money /If PTCL implement fully OA& in their organization then they can

improe their performance/

'uman &esour$e Management Information System

PTCL is also focusing on *6 anagement and "eelopment? PTCL introduced

the @*6 online *iring anagement &ystem/ Appropriate changes hae +een

made in *6 such as to esta+lishment of *uman 6esource anagement

Information &ystem '*6I&/ 6ecruitment process and system has +een

ade7uately reamped +y adopting appropriate *6 practices/ Professional

deelopment of employees. especially the middle management. is +eing

ensured/ Training courses for employees hae +een redesigned/ A special

emphasis is +eing laid on the inculcation of sense of responsi+ility and politeness

in the minds of employees. especially the lo1er management and staff/ Training

institutes of PTCL i/e/ Telecom &taff College. 6egional Telecom Training &chools

and "iisional telecom Training Centers is also +eing reamped to cope up 1ith

the changing trends in technical and managerial training/ PTCL0s engineers and

professionals are also +eing continuously sent a+road for arious training

courses to -eep them a+reast 1ith the latest technology and management s-ills/

/

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(SI)%SS P&OL%M ! T'%I& SOL(TIO)

The 1hole net1or- of PTCL only one soft1are name $%CC '$usiness %customer care &ystem is used and 1hich is cost appro;imately < Ara+ rupees/

This system is operated at all three leels of PTCL. 1hich are operational. iddle

leel. Top anagement/

There are num+er of pro+lems faced +y PTCL. 1hich areB,

*rong %ntry It is a common pro+lem faced +y PTCL/A Computer Operator

mista-enly enters 1rong information a+out the customer/e/g Customer name

spelling.address etc so it is then corrected manually in $%CC &oft1are/$elo1 is

the picture 1here computer operator enters data into customer account/

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Solution

The 1rong data 1hich is mista-enly entered +y a computer operator ismanually corrected +y him.+ut i thin- that there should +e a reerse +utton in

$%CC &oft1are so incase if there is a 1rong entry +y a computer operator then it

should +e undo +y ust one clic- in order to sae time/

(n+user friendly IS

The 9hole $%CC I& % the &AP "ata+ase is ery un,user

friendly especially for a ne1 user/It ta-es alot of time for a ne1 user to fully

understand the $%CC soft1are due to 1hich time is 1asted % organization faces

difficulties in dealing 1ith the customer/

$elo1 are the pictures of &AP "ata+ase % $%CC used +y PTCL/

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Solution

As the &AP data+ase % the $%CC &oft1are is ery e;pensie % is

already in action throughout the organization so if the ne1 employee comes to

the organization then proper training must +e gien to himher +y Trainners sothat they can use &AP "ata+ase % $%CC &oft1are easily % 7uic-ly/

'ard,are Pro-lem

It is the maor pro+lem in PTCL organization/&ome times a

part of hard1are malfunctions inside an organization or of the customer. so the

customer faces difficulties in using their serice/It is noted % corrected through

Complaint anagement &erice application/ $elo1 is the screen shot of

hard1are used +y ptcl %Complaint and management information system

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complains/ At strategic leel anagers should use && ';ecutie &upport

&ystem so that they can plan easily and ta-e decisions

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54929256 management information systems of ptcl pakistan

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