PTCL PAKISTAN INTERNET EXCHANGE

INTERNET PROTOCOL OPERATIONS CORE POLCA

Group Members:
Qurat-ul-Ain Jabbar Nazia Khimani Waqas Saqib Sana Fatima Mazher Akhter

POLCA-Planning
Mission Statement: 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

POLCA-Planning
Effective Decision Process: 1- Identify the problem: Congestion in network. Running out of internet bandwidth. Customers were complaining about slow access to internet. 2- Generate alternatives: In this case we had no alternatives but to expand our network. 3-Evaluate and choose an alternative: single option i.e. expansion, but we had to evaluate what can be the outcomes. 4- Implement and monitor: Expansion is still in process, monitoring is supposed to be done through out the process and after.

POLCA-Planning
Group Discussion was held during the whole planning.

Planning Aids.
Environmental Scanning and Forecasting (Quantitative

and Qualitative). Budgeting and estimating how much expenses can be incurred & how much resources would be required. Scheduling being decided by group discussion with various department (Transmission Dept. , Finance Dept.) It was formal planning. Inclusive approach.

Planning process
1- Review organizations mission. 2- Evaluate available resources: Human and nonhuman resources. 3- Determine the goals. 4-Should be according to organizational mission & goals. 5- Write down goals and communicate to concerned people.

Levels of Plans
Plans Strategic Tactical Taken by Top managers Middle managers First line managers Time Span Long term Intermediate

Operational

Short term

POLCA - Organizing
Responsibilities, Authority, Accountability is well

defined to all the staff members of the department. It is their duty to give timely feedback as well. Assigning task to individuals. Making group of people doing similar task. Mechanisms of vertical & horizontal coordination.

Building blocks of Pakistan Internet Exchange

Job Description: Managing IP/MPLS links. Post sales customer care/facilitation with cooperate customer care team. Coordinating with vendors & CISCO. Traffic engineering. IP infrastructure planning. Maintaining MRTG server for PIE core links. Acceptance testing activities & quality compliance. Network security management. Managing & backing up of critical router/switch data.

Grouping Jobs: Making groups of individuals who have to perform similar task. Reporting Relationship: Tall organization. Reports to: Senior Manager (Internet Protocol Operations) Distributing Authority: Delegations are assigned to subordinates who have skills to perform task well. Authority is centralized and decentralized as per situation.

Coordination IP Ops has to coordinate with various departments , generally with transmission department & Corporate Customer Care (CCC). Line & Staff positions Line position Staff position

POLCA - Organizing
Job rotation and job enlargement is done

Mass production as it has to expand network all over

the country

POLCA-LEADING
Under every departments there are leaders who need

to identify needs , attitude, personality difference as every one has different behavior. Performance depends upon ability , motivation , and working environment

What makes PIE staff members motivated?

Safety need: Work place is safe and secure

Belongingness need: There is friendly

environment in dept. Esteem need: Giving authority to people and job title which provide their prestige, status need Self-actualization need: Giving challenging tasks which develop their capabilities

POLCA-LEADING
Maslows Hierarchy ERG McClellands Learned Needs
Power Achievement Affiliation

Higher- Self-Actualization Growth Relatedness Esteem Order Belongingness Needs LowerOrder Needs
Safety Physiological Existence

How leaders influence others to work ?

By using powers leaders either make people listen to him and do work according to standards or they will resist or they will be self-motivated and bring new ideas. Coercive Power: Through fear of punishment e.g. late marking Legitimate Power: Providing authority, position power. Reward Power: Leaders keeps monitoring the performance, then reward accordingly.

 Information Power: Access and control on

information Expertise Power: By appreciating to give expertise suggestion Referent Power: Resulting from being admired

POLCA-LEADING
Often democratic method is applied in the

department as leader involves staff member at time of making decision, but at times autocratic method is also applied depending upon situation

POLCA - Controlling

Control Process: Determine areas to control: The areas where network expansion was made. Establish standards: Policies were made for strategic, tactic, operational controlling to keep check and balance for not facing such issue. Measure performance: Monitor actual performance. Compare Performance: Comparison of actual performance with standards Recognize positive performance: To motivate and give rewards accordingly Adjust Standards: Adjustments are required because sometimes standards are high which become unattainable or vice versa

Controlling approaches in PIE

Bureaucratic Control Power is centralized. Communication is top to bottom. Maintain standardized rules without getting inputs from others. Organic Control Control behavior of staff. Focus employees motivation. (extrinsic, intrinsic)

Controlling approaches in PIE

Management Informative System Receive information. Control information. Disseminate information.