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Management Information System 2010

Abstract

Telecommunication sector around the world is going through a process of rapid change

due to convergence of advance Information Technology (IT), mobile telephony, Internet,

e-commerce and value added services. PTCL is the prime telecom service provider in

Pakistan. We choose this company because it is one of the pioneer company and

largest company in telecom sector in Pakistan as it is the largest company that’s why

we wanted to know which information system they are using to successfully control

operations on such a massive scale. Our sole purpose is to analyze their Informationsystems. After our detailed analysis via different source and from visits of PTCL

Company we have come to know that PTCL is using four types of information systems,

which are

Computerized Fault Management System

• B&CC (Business and Customer Care System)

• Partial Office Automation System

Human Resource Management Information System

Every system has its own advantage of using but B&CC controlled the major network of

PTCL. Although PTCL is using these kinds of systems but most of employees of PTCL

does not know about the Management Information System. So there is need to

realize the importance of management information system in employees.

1 There are the things that are known and things that are unknown, and in between,there are doors




Table of Contents

1 Introduction of Company 3-4

2 Purpose of Project 5

3 Information System 6-

13

4 Conclusion 13

5 Recommendation 14





Introduction

Background

1947-1962 is the era of development of Posts and Telegraph department and in this era

PTCL becomes the major player of telecommunication sector in Pakistan, which is run

by the Government, and in 1991 Government announced to privatize the PTCL. In 1995

PTCL recognized as the backbone of Telecom industry in the Pakistan.

With the advancement of technology PTCL launched its mobile data services by name

of UFONE. In the middle of 2005 company decided to sell its 26% share to the private

agency. By this privatization certain changes involved in PTCL, which are as, follow

• VSS (Voluntary Separation Schemes for its Employees)

• Use of different operational and customer care softwares like ERP, SAP, B&CC

• Change in Logo of PTCL

After privatization their main focus is on productivity and customer satisfaction.

Currently PTCL is involved in following operations

• Voice and Communication

• Broadband

• IPTV Services





• Vfone

• Pak internet Exchange

Satellite Communication

There are seven different types of switching technologies currently operated in PTCL

network, which are

• Alcatel

• Siemens

• NEC

• Erricsson

• Hawaii

• J.S Telecom

• ZTE

With these technologies PTCL running its e network and providing different

communication facilities to its customers.

Pakistan Telecommunication Authority (PTA) issued 25 years licensed to PTCL for

telecom services all over in Pakistan.

PTCL is the largest telecommunication industry in Pakistan. PTCL is all set to redefine

the established boundaries of the telecommunication market and is shifting theproductivity frontier to new heights.

Vision of PTCL is “To be the leading Information and Communication Technology

Service Provider in the region by achieving customer satisfaction and maximizing

shareholders value”





Mission of PTCL is to achieve our vision by having:

• An organizational environment that fosters professionalism, motivation and

quality

• An environment that is cost effective and quality conscious

• Services that are based on the most optimum technology

• "Quality" and "Time" conscious customer service

• Sustained growth in earnings and profitability

Purpose

Communication is very important for human because it is the process of sharingknowledge, ideas, thoughts and experience. For this purpose Telecommunication plays

a vital role not only in communication but also in economic development. Due to

emergence of Information technology there is rapid change in telecommunication

sector.

In today’s world managers can’t ignore the role of IT in business because all the

worldwide organization connected with its stakeholders via IT infrastructure and every

business today wants to elaborate itself with new face of IT technology.

MIS plays a very important role in the telecommunication sector. Information systems

are part of organizations. Indeed, for some companies, such as Pakistan

telecommunication, without the system there will be no business.

In order to analyze these systems and provide recommendations for further

improvement we need to study and understand the current Management Information

System





Information Systems

In organization different kind of levels are involved in management, there are

different information systems at different level of organization. Oneinformation system cannot provide all the information that’s why all

departments coordinated with each other and jointly made a management

information system for whole organization.

Following are the information systems involved in PTCL.

• OLD Telegraph System

• Computerized Fault Management System

• B&CC (Business and Customer Care System)

• Partial Office Automation System

• Human Resource Management Information System

. PTCL is divided into two stages (1) strategic, management, knowledge and

operational level (2) functional areas such as sales and marketing,

manufacturing finance, accounting and human resource





Old Telegraph System

Old Telegraph system has been terminated by the PTCL now because of various

recommendations. PTCL is improving and modernizing the system to meet therequirements of the 21st century because in delivering Telegrams by post it takes three

to four days.

Computerized Fault Management System

CFMS stand for Computerized Fault Management System, which is used at operationallevel in PTCL. This system of PTCL helped in improving the network & is being used to

register & rectify Land Line Faults in a computerized way. This fault management

system contains activating notification software that allows a human to take proper

intervention. This system was working in few cities but now it is available all over

Pakistan. In this system when customer calls to PTCL at 1218 for complaints it registers

there complaint and then this system track the faults and complaints for a particular user

and sent notification alert for solution then system itself calls back to the customer to

know whether the customer problem has been solved and has the customer been

satisfied or not.





Advantages of Computerized Fault Management System

Following are the advantages of using computerized Fault management System.

• Provide Costumer’s feedback to top management regarding their problems.

• Track the faults and complaints.

• Focus on Customer Satisfaction.

• Help Managers to understand difficulties of customers regarding problem

solutions.





• When a problem of a customer is not solved then a message is sent on the

mobile of senior management by system.

Disadvantage of Computerized Fault Management System

Following are the disadvantages of this system that we found during our analysis.

• Security Threats because there is no proper security available for this system.

• No immediate backup for failure of this system

• This system is not able to automatically take action, either launching a program

or script to take corrective action.

B&CC System (Business and Customer Care System)

The whole network of PTCL only one software name B&CC (Business & customer care

System) is used and which is cost approximately 3 Arab rupees. This system is

operated at all three levels of PTCL, which are operational, Middle level, TopManagement. This system includes the following functions

• Franchise and Payphone Management

• Costumer Information

• Product Information

• Sales Management

• Order Entry

• Order Management

• Resource Management





Every employee in PTCL has an access to this software but options are limited

according to the authority of each employee. For example if an operational level login

his username and password then the options regarding his job appear on screen and if top manager login his username and password then the options for his purpose appear

on the screen. The decision to grant installment in the bill to customer is made by lower

level supervisors according to predefined criteria.

Franchise and Payphone Management and Costumer Information

These two functions involve bill payment and customer account information. PTCLemployees just hit the phone number of customer and all the detail regarding billing and

accounts appear on the screen. These functions include the following things

• Costumer Name

• Customer Address

• CNIC

• Payment Code

• Payment Name

• Payment Mode

• Payment Type

Product Information

Product information involves the details about the product, which has been used by the

customer. For example it tells either a customer has used a PTSN or any other

differentiated product. It has tabs of Product code, Product type, Product Status and Bill

Status.





Sales Management

Sales management function of B&CC tells about the daily sales transactions and track

elementary activities and transactions of the organization. It includes sales dialogs,

customer experience about the sales and sales information about walk-in queries and

existing customers.

Order Entry and Order Management

These two functions include the details about new order and any change in existing

packages. Its process depends upon three phases

• Accepting (New Orders or New Package)

• Handling (Processing)

• Completed (Completion of Process)

Resource Management





Resource Manager involves the computerize tracking of receipts, cash,

deposits, payroll and store information for their materials like cables,

telephone sets etc.

Advantages of B&CC

B&CC used for all three levels of Management which made it a sole information system

of the Organization

• Immediately can track the data about the customer, which made billing and

other process quiet easy.

• Describe about the new orders and packages conversation of customer to

their respective department.

• Purpose of B&CC is to control, monitor and manage the entire PTCL network

and to enhance and optimize Network Management through a transparent

and centralized platform.

• Increase network availability through Enhanced Quality of Service and

centralized performance statistics and reporting mechanism.





• It provides the description about the resource used by organization and help

managers to managing the resources.

Disadvantages of B&CC System

Following are the disadvantages of B&CC, which we have found during our analysis.

• Much complicated software for operational level employees because these

employees are not well educated and trained.

• Chances of Identity theft in this system.

• Breakdown of this system can be the breakdown of the whole network of

PTCL.

• Decision-making through this system is slow, which leads to the lack of

productivity.

• Difficulty for Top Managers to take decision via this system because it is not

easy as compare to ESS or DSS.

Partial Office Automation System

PTCL also implement partial office automation system, which is based on database. It

includes only two following things

• Word Processor

• Desktop Publishing

Office automation systems (OAS) are configurations of networked computer hardware and

software. A variety of office automation systems are now applied to business and

communication functions that used to be performed manually or in multiple locations of a

company, such as preparing written communications and strategic planning. In addition to this,

functions that once required coordinating the expertise of outside specialists in typesetting,

printing, or electronic recording can now be integrated into the everyday work of an

organization, saving both time and money .If PTCL implement fully OAS in their organization

then they can improve their performance.





Human Resource Management Information System

PTCL is also focusing on HR Management and Development; PTCL introduced the “HR

online Hiring Management System”. Appropriate changes have been made in HRM

such as to establishment of Human Resource Management Information System

(HRMIS). Recruitment process and system has been adequately revamped by adopting

appropriate HR practices. Professional development of employees, especially the

middle management, is being ensured. Training courses for employees have been

redesigned. A special emphasis is being laid on the inculcation of sense of responsibility

and politeness in the minds of employees, especially the lower management and staff.

Training institutes of PTCL i.e. Telecom Staff College, Regional Telecom Training

Schools and Divisional telecom Training Centers is also being revamped to cope up

with the changing trends in technical and managerial training. PTCL’s engineers and

professionals are also being continuously sent abroad for various training courses to

keep them abreast with the latest technology and management skills.

Conclusion

Management Information system can play a vital role in building infrastructure of

telecommunication in Pakistan. There is need to realize the importance of

management information system in mind of PTCL’s employees and to train them

according to emerging technologies in the world. There is need of improvement like

at operational level PTCL is using partially OAS (Office automation system); the use

word processing is in a limit, because PTCL ground level labors are not educated as

well as supervisor level employees. At managers level they have a system that

track all the transaction of the system like fault every supervisor have an account

and they have records so they use this record to remove faults and complains. At

strategic level Managers should use ESS (Executive Support System) so that they

can plan easily and take decisions.





Recommendations

Following are the recommendations to PTCL for enhancing the efficiency of their

information systems.

• There should be proper security involved in each system of PTCL

• Employees should be well trained and educated to operate these systems.

• Systems like ESS and DSS should be used at strategic level so that Top

manager can easily plan and take decisions.

• Office automation system should be totally implemented rather than partial

implementation.

• If PTCL implement proper Management Information systems then it will be very

beneficial for Organization.

• The whole network of PTCL should not depend upon B&CC; there should be an

alternative to this information system at different levels of Organization according

to their strengths.

• Employees understanding of Management Information System should be

increased employees have no concept about Management Information System.





References

For successful completion of this project we have utilize different available

resources, from which we have obtain the 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 have welcomed and cooperated

with us. Resources, which we utilize, are as follow:

Resources

• Company’s website - www.ptcl.com.pk

• Company Annual Reports

• Magazine Business Economist

• Google.com

• Economic survey of Pakistan

• PTA Reports

• Wikipedia.com

• Blogged.com


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