project name order fulfillment

8/12/2019 Project Name Order Fulfillment

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Project Report

Of

Order to Deployment Process Redesign

Company:Pakistan Telecommunications Limited

Subject:ERP-Business Process Reengineering

Submitted to

Mr. Suhail Khalid

Submitted by

Mr. Abdul Jamil Siddiqui (54868)

Mr. Mohammad RazzaqMr. Fareedullah (55322)


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Acknowledgements

With the name of almighty Allah I and my Project Partners are able

to make this Project Report. With our enthusiastic endeavors we

complete this project report & achieved our main goal of this

project. I Jamil Siddiqui am the Employee of PTCL and working as a

Customer Service Executive in PTCL I collect this Information

regarding this project from various departments of PTCL & on the

basis of that we made this report. My project partners Mr.

Mohammad Razzaq, Mr. Fareedullah assisted me and gave me

different ideas and suggestion about this project which helps me a

lot during making this project report. And also on the guidance &

opinions of our Instructor & Teacher Mr. Suhail Khalid we fulfilled

our main Idea of this project & furnished this Report.


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Table of contents

Page No

Executive Summary -------------------------------------------------------- 4

Introduction ----------------------------------------------------------------- 4

Objectives -------------------------------------------------------------------- 5

Scope -------------------------------------------------------------------------- 5

Case of Action --------------------------------------------------------------- 6

Vision -------------------------------------------------------------------------- 6

Previous Process ----------------------------------------------------------- 7

Process As-Is ---------------------------------------------------------------- 8

Reengineering Methodology ------------------------------------------- 9

BPR Team ------------------------------------------------------------------- 10

Current Process ----------------------------------------------------------- 11

Process To-Be -------------------------------------------------------------- 12

Improvements After Redesign ---------------------------------------- 13

Conclusion ------------------------------------------------------------------ 15


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Executive Summary

In this report we elaborate the order fulfillment process of PTCL

(Pakistan Telecommunication Limited). We showed in this report that

how PTCL rethought about their delayed, fragmented & customer

hectic Order to deployment process. Then how did they over come on

these issue by using reengineering technique & redesign this process

and got remarkable achievement. They shortened the order fulfillment

time from minimum 30 days to 3 days. On the basis of their case of

action they got their objectives by using BPR (Business Process

Reengineering) Methodologies, establishing BPR team & analysis oftheir as-is process to convert it into the to-be process.

Introduction

This project based on PTCL order fulfillment process in this project we

define how PTCL did reengineer there old, slow, delayed Orderfulfillment process into a new fast & reliable process. However PTCL has

a monopolistic competition in Landline Phone Business there is no

company except PTCL in Pakistan which provides Landline phone

service but due to vastly spreading cellular phone networks & other

wireless Phones makes PTCL to rethink about its Landline Order not

only Landline but other services process. The vision of this project is

customer oriented that customer can get PTCL landline, DSL, Smart TVand I Sentry Surveillance System services easily on time with robust

services.


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Objectives

Objectives of this project is to study the current process from its

beginning, analyze and understand its flaws & weakness, according to

outside world of business like current market situation, trend &

customer needs on the other side internally like on time payment,

process time & services. After a detailed study of current process we

have to design process & implement with the help latest technology &

reengineering team to achieve our goal by providing on time reliable

services to customer. PTCL did this process on end-to-end basis. This

Process means the order took and deployed service to customerpremises.

SCOPE

PTCL is an Esteem & Leading Telecommunication company of Pakistan

works under the PTA (Pakistan Telecommunication Authority)Government of Pakistan & with the coalition of Etisalat a UAE Based

Telecom company. PTCL have various processes according to its size, its

processes mostly integrated with each other due to that we needed to

get information from other processes as well to complete this Project

Report but in this report we emphasized only its order fulfillment

process which we named it Order to Deployment Process Redesign

which means taking the order and deployed it to customer premisesour scope of this project is not beyond to this process.


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Case of Action

After the complete analysis we found that we spend too much timefor deployment of our services.

There is no Employee Empowerment.Due to different companies in markets competition has become stiff

with Rivals.

Customer is not satisfied with our Services they want to get serviceson a Single phone call without visiting the Telephone Exchange.

Employees are not motivating due to that we are not able to achieveour goals

There is no Such Kind of Efficient System that can manage the allorder related information.

Vision

We have shortened our Services Deployment Time from 30 days to 3days.

We shared information by efficient system in between all employeesto give them empowerment.

We established a centralized Contact Centre Where a Customer canplace an order by a single phone call.

We introduced Different incentive Plans for CSEs and CRSsaccording to their job descriptions.

We Implemented an Efficient data base system where all theemployees can easily access the info where CSEs can place the

orders & provide customers information related to PTCL services.


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Previous Process

Before 2006 In PTCL the process from order to deployment was very

slow. Most of the work was done manually there wasnt anyefficient

system and data base where employees can get information and take

decision by their self means there wasnt any employee empowermentonly a single person was a decision maker i.e. Divisional engineer (D.E).

If a customer wants to place a Landline Phone order or DSL he/she has

to visit Telephone exchange for order & he/she has to wait minimum 1

month for Landline or DSL deployment that was a hectic for customer

to go to exchange like old days in this 21st

century where

telecommunication is going cheaper & hastier day by day for a only

phone or DSL order & wait about 1 month or sometimes more than amonth for deployment.

Also there isnt any employee motivation like short term wins and

incentive plans. Process was enveloped with delays, waiting and lack of

knowledge with current situations. Process cycle was take 9 steps to

complete and time consumption was 30 days which was too much for a

Landline Phone or DSL Service to deployment.

First a customer has to visit Telephone exchange by putting his daily

chores a side for order then that order passed to Divisional Engineer for

consideration D.E passed this order to Sub Divisional Officer for

feasibility check for pairs in DP (distribution point) he passed this order

to Lineman, Lineman visit DP for checking pairs if pairs are available

then he inform SDO for pairs feasibility then SDO forward this order to

Switch room for switch construction (if pairs are not available on DP

then lineman hold this order until the pairs are available which drag this

order time from 30 days to 60 or more days). In switch room after

switch construction order passed to SDO then he passed it again to Line

man then he passed it to Store room for wire and Phone set which


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issued to lineman after 3 or more days after get this lineman patch the

pairs and wait for DE approval for activation of Phone line and then

phone service provide to customer. This whole labyrinthine process

took 30 days.

Process As-IsIt takes 30 days to complete.

Lineman

Deployment

D.E

Approval

Lineman

Patching

SDO

Store Room

SDO

Switch Room

Distribution Point

Lineman

Pair Feasibility check

SDO (Sub divisional Officer)

Exchange

D.E (Divisional Engineer)

Customer

Order


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Reengineering Methodology

Customer Feed Back

Records of orders

GatherInformation

Create a Redesign Team

Analyze As-Is Process

Analyze Existing

Process

Designed To-Be process

Benchmark process

Design newProcess

Make Implementation process

Implement To-Be Process

ImplementationTo-Be Process

Review of performance as comparedto our vision

Improve process continuously

Improvement


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BPR Team

The Business Process Reengineering Team Consist on following hierarchy.

Executive Vice President (EVP) was the Leader of this whole reengineering

project. There was General Managers (GM) from three regions because

PTCLs divide their business in three regions South which consist on Sindh

& Baluchistan, North consists on Khyber Pakhtoon Khuah & Hazara Division

and Central consists of Punjab & Islamabad. They are responsible for their

regions and lead their process as Process Owners. A group of middlemanagement Senior Managers Contact Centers, Business Managers

previously known as Divisional Engineers and Assistant Business Managers

previously known as Sub Divisional Officer. These officers responsible to

lead the process in their respective Telephone Exchanges & customer

EVP CRM

GM South

SM Contact CentreBMABM

CSRCPE InstallerCSEZTE Engineers

GM Central


CSRCPE InstallerCSEZTE Engineers

GM North


CSRCPE InstallerCSE

ZTE Engineers


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contact centers they lead the team of Customer Service Representatives

previously known as Lineman, Customer Service Executives and Customer

Premises Equipment Installers this team was Reengineering Team work as

internal employees and ZTE engineers ZTE is a China based company PTCL

took their services as an External employees they deployed and establish

an efficient and organized Data based system which integrate the whole

PTCL Customer Services areas i.e. Contact Centers & Telephone

Exchanges/One Stop Shops the name of that data based system is BNCC

through that system all the PTCL employees from CSR to Top Management

can perform their respective tasks to care customers. PTCL also established

a call center or Contact Centre where customers can call and place orders

for their required services.

Current Process

Now after redesign and implement of this Process PTCL got remarkable

achievement of shortened of Service deployment time from 30 days to 3

days, in this Process when a customer has to place an order he/she has to

call on 24/7 PTCL Contact Centre the CSE took his/her order after

validation of that order CSE forward this order to concern telephoneexchange through BNCC due to concurrent excess in that system with BM,

ABM and CSR in exchange can easily access the system at same time they

can check the feasibility of pairs, switch & equipment and wires at same

time the same task the perform manually before after all tasks done

through system CSR get approval through BNCC from BM and deployed the

Phone connection to customer premises.

Due to this Process PTCL got remarkable revenue of 40 billion from their

Phone and DSL services in 2008, 2009 and 2010 that were the years of

Customer Care by PTCL Slogan.


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Process To-Be

It takes 3 days to complete.

CSR

Deployment

Authentication

B.M A.B.M

System

B.M A.B.M C.S.R

System

Feasibilities ORDER

Helpline/OSS

CSE

Customer

Order


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Improvements after Redesign

1.Employee EmpowermentDue to new process employees got empowerment to take decision

by their self CSR can check the feasibility on system instead of

visiting to Distribution Point and take decision either connections

can be applied to or not. CSE during placement of order can guide

customer about services tariff plan and can take decision according

to customer need and requirement also can suggest customer to

take package which is according to their desire without taking any

approval from higher authority. BM and ABM can also not totally

dependent to each other they can also take their decision by their

self.

2.Employee SuggestionsManagement take suggestion about customers need, desire their

requirements from CSRs and CSEs because due to efficient systemCSEs and CSRs are the first point of contact with customers so they

are a very good source for company to make their polices customer

oriented on the basis of their suggestion.

3.Customer OrientationBefore redesign customer cannot be able to record their comments

and suggestions if they provide then there was not any system torecord their feedback. But after CSE equipped with proper system

with each and every call record in Contact Center the higher

management are able to understand customer need and

requirements.


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4.Market EnvironmentMost of the customer provide valuable information regarding

current market situation like competition, new trend etc. which is

very helpful for management to prepare for upcoming or current

competition and trend. Before that when customer visits to

exchange for order he/she hasnt enough time to tell about market

situation.

5. Employee EncouragementBefore redesign usually Lineman had an impression that they ask for

bribe for connection deployment from customer and some of the

Lineman did it, after redesign management realize this flaw and

overcome this issue by facilitate them with incentive like each

successful deployment of phone or DSL connection CSR and CPE

installer will get Rs. 500 as commission income and for CSE in

Contact Centre the highest order taker of month will get an

incentive of RS. 5000 and runner up 1st

and 2nd

can get Rs. 2500

respectively before redesign there wasnt any monitoring system

which can record each CSR,CSE or CPE installers performance.

6.Defragmentation of ProcessFragmented process is not an efficient process although it provide

each and every department their individual work but it also a time

taking activity in PTCL order fulfillment process was fragmented each

department is dependent to other like Lineman/CSR has to wait untilhe got orders from switch room department similarly switch room

engineer has to wait until he got reply from BM/DE. In redesign PTCL

emphasize on to get salvation from this fragmentation to get a

robust process which can integrate the process and defragment


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them now the each and every process is working concurrently

through proper system.

Conclusion

With the whole study of this report we can conclude that, that

endeavor of redesign was remarkable for Company and its Employees

which lead PTCL to towards a milestone of customer satisfaction and

gave a boost to revenue and morale of their employees. They used

efficient tools and methodologies to achieve their goal not only the

goal but customer loyalty. The role of information technology in

Process reengineering is very important which is proved here. The

whole process is gone from bottom up it started from CSR level to top

Management. Although this process is limited to order fulfillment there

are so many processes in company are reengineered or has to

reengineered other processes are beyond the scope of this project. But

other process got a reason to reengineering.

project name order fulfillment

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