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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 $%CC===================================================()
Partial office automation system=============================================== ((
*uman resource management information system===========================((
Information system pro+lems and their solutions ============================(2
Conclusion ===============================================,======== (!
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Management information system of PTCL
,se of di8erent operational and "stomer are soft%ares li#e
0P$ 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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Management information system of PTCL
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 $%CC tells a+out the daily sales transactions and
trac- elementary actiities and transactions of the organization/ It includes sales
dialogs. customer e;perience a+out the sales and sales information a+out 1al-,
in 7ueries and e;isting customers/
Order %ntry and Order Management
These t1o functions include the details a+out ne1 order and any change in
e;isting pac-ages/ Its process depends upon three phases
Accepting ':e1 Orders or :e1 Pac-age
*andling 'Processing
Completed 'Completion of Process
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Management information system of PTCL
&esour$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/
1A
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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
1*
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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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