tqm slides final

7/30/2019 Tqm Slides Final

http://slidepdf.com/reader/full/tqm-slides-final 1/22



Presented By

Mohsin Zeeshan Ahmed Bc08015

Sadam Sandhu Bc08016

Hafiz Azhar Abbas Bc08017

Arsalan Tariq Bc08036



Intro…Pakistan Telecommunication Company Limited

Pakistan Telecommunication Company limited is the

largest Telecommunication Company of Pakistan.

infrastructure of PTCL is the backbone Pakistan

telecommunication.

200 telephone exchanges and largest fixed line network



PTCL History

In 1990-91 Pakistan Telecom Corporation establish .

In 1996 PTCL listed on all Stock Exchanges of Pakistan.

In 1998 Mobile & Internet subsidiaries established.

In 2000 Telecom Policy Finalized.

In 2005 (26 %) Shares by Etisalat UAE through open

bidding.



Broadband Intro…. The first initiative of PTCL broad band step taken by the prime minister

of Pakistan in 2007.

The initial capacity of 100’000 subscribers

In 21st century PTCL is being considered as a consumer broad bandleader in the country and the connections are available in big cities.

Like Islamabad, Lahore, Rawalpindi, Karachi, Peshawar, Hyderabad,Quetta, Faisalabad, Multan, Gujranwala, Sialkot and Sheikupura.

PTCL broadband services are now more than 1000 cities and towns inPakistan.



Packages:

256KB speed at 299 PKR monthly

1MB speed at 1199 PKR monthly








Literature Review

Primary factors that determine fixed and mobile broadband adoption

Price

Speed Infrastructure

Competition

Characteristics of the users

Availability Net works



Methodology Study conducted in Gujranwala.

Purpose to analyze and explain various areas in which customersare satisfied and dissatisfied.

Population 1210.

Sample 121.

5 point likert scale.

Mean, correlation and cross tabulation as a statistical tool.



Findings

57.9% males (70) and (42.1) females (51).

39% respondents are in the category of 16-20 years.

66.1% belong to 21-25 years.

1.7% belongs to 26-30 years.



75.2% respondents belong to city.

12.4% respondents belong to village.

12.4% respondents belong to town.

11.6% respondents use evo.

87.6% respondents use PTCL broad band (DSL)



55.4% use connection of 1 mbps.

21.5% use 2 mbps.

15.7% use 4 mbps.

7.4% use10 mbps or more.

Most of the respondents are using broad band for more than

a year.



78.5% use internet daily.

11.6% use internet after one day.

5.8% use internet after 2 days.

4.1% use internet once in a week.



9.1% use internet in the morning.

6.6% use internet in afternoon.

45.5% use internet in the evening.

38.8% use internet at night.



Customers are satisfied with the packages of broad band,Range of services, delivery of product, customer care,

speed, after sale services and conformance...etc.

43% are agreed to switch to another services provider if they have better opportunity and 57% say that they will not

switch to any other service.



43 users (35.5%) due to speed.

24 users (19.8%) due to quality.

7 users (5.8%) due to price.

3 users (2.5%) due to after sale services.

2 users (1.7%) due to payment method.

42 users (34.7%) say that they will not change.



Conclusion Based on the literature review and primary research carried

out for this project, most of the customers are satisfied with

the services of PTCL broad band.

Results show that 88.4% customers are using PTCL broad band and 11.6 % use PTCL wireless evo.



The most of the users of broad band are students and they

are using this service for more than a year and they are

mostly using the speed of 1 mbps.

As most of the users are students so they use internet daily

and normally in evening time. But customers still have

some problems regarding speed, price, quality…etc.



Recommendations

Expand its broad band services to more cities, towns and

villages.

There is a need to promote wireless broad band services.

PTCL should reduce the prices of their packages.



PTCL should provide more band width at reasonable price

so that the users may get more speed at low price.

The company should ensure quick delivery of services.

The company should increase its customer care services.



The company should improve the quality of services.

The company should improve the speed of DSL.

The company should better provide after sale services.



The company should provide the promised services

honestly (conformance).

The company should introduce new packages.

Some customers are in search of better alternative and they

are ready to switch so the company should try to satisfy and

retain them.

tqm slides final

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