HISTROY AND BACK GROUND

History & Background CHAPTER-1 HISTORICAL BACKGROUND

INTRODUCTION & BACKGROUND: PAKTEL Limited is the leader in terms of coverage, network quality, customer services and value added services. It is currently offering its cellular services in 22 cities of Pakistan. At present it is the fastest growing cellular network in the country accompanied by the highest growing customer base. It is a company that believes in providing only the best to their customers.

PAKTEL's customer focused policy is what makes the company better than others. They are always striving to give their customers the services they deserve. WHY PAKTEL: PAKTEL offers an impressive array of useful services with real utility, designed more to make Lets life take a easier look at and why communication powerful.

PAKTEL's services offer greater value for money and why so many have already subscribed to them. PAKTELs mission is

Plain & Simple

Our Customers Come First!

Being the first and foremost cellular company in Pakistan and the preferred choice of Customers, PAKTEL offers the very best in voice communications. Care is their tradition they keep a constant watch over its customers and to guide them with PAKTEL services our 24-hour Customer Service Staff is just one call away from its customers. They value customer support and are constantly striving to serve them with the as highest part of level of Value Added and Customer Services, PAKTELs ongoing Customer

Satisfaction Program.

PAKTEL AND MIC1 (Millicom International Company) makes it aware of the changing market trends and customer needs. Either it needs to change its research organization. Or its strategy for if Neilson did their Job right in identifying what the consumer so desperately required, why PAKTEL persisted in pursuing in exact opposite.
1

Parent company of Paktel

Strengths:
PAKTEL has the following strengths: 1. 2. first mobile company in Pakistan The Organizations main strength is that they have

prestige to its customers. Its a totally customer focused organization. 3. The quality of service is improving day by day. It has a well-trained Workforce. PAKTEL has a very qualified base of employees who are skilled in their areas of work and have proved their competence 4. department researchers. is well equipped The 4. and has research highly skilled

1. 2. 7.

The company has targeted the class of customers that operators. Therefore it has been able to develop a PAKTEL that is is offering making its it products and for services other at a

was previously being neglected by other cellular niche of low-income mobile phone users. price difficult cellular

operators to offer. Thus it has the strength of having the lowest prices being offered in the market. 4

With the first cell phone operation PAKTEL had an enormous branding leverage. Almost all practitioners and academics agree being there first is the single most integral and inextricable part of the branding process. It renders the some natural advantage of scoring more runs in a career if one opens the batting over the one who comes at NO.10

8.

PAKTEL has the largest network then any other company has in Pakistan

Weaknesses:
1. Well-established in GSM technology competitors exist in the industry. 1. As the company is new in GSM technology it has yet made large investments. It will take some time before it starts generating profits 2. PAKTEL is not spending too much on advertisement 3. PAKTEL has to go through the stages that these companies have already completed already

Opportunities:
1. 2. Improvement in technology has enabled PAKTEL to provide quality services. Consumers attitude towards the mobile services have a positive impact on the company, as they demand quality 5

bureaucratic structure technology that almost went absolute in the stone age, UFONE caught PAKTEL comfortably sleeping with the research reports in their face and entered a market segment virtually unoccupied with the largest growth potential.

ANALYSIS OF CUSTOMER services from PAKTEL. 3. 4. The target market has vast potential. The target market is largely untapped. Mobilink and U-fone 5. 7. PAKTEL can become a market leader in a very short time period. PAKTEL can enter areas in which there is little or no and become a leader through providing development 8.

4. There are very few competitors, in reality only two i.e.

innovation and entering these areas before its competitors. PAKTEL has the opportunity of being able to capture potential customers who have not been targeted as yet by its competitors.

THREATS:
1. The biggest threat that PAKTEL faces is that the PTCL entering the telecommunication industry

monopoly will be broken in 2005. This will result in new competitors Pakistan. 2. There are several Govt. regulations and laws that the company has to consider and abide by, which sometimes may lead to delays and inconvenience. 6 accompanied by new competitors in the cellular industry of

PAKTELs total outlook is in one word Customer Oriented. Following this they pay special attention to Types of customers What customers expect What present image of mobile services exists in their minds? Types of customers included analyzing such facts as how many people already use mobiles, how many desire to be able to access such services and what income group level of customers could be turned into mobile phone users. What customers expected cover the idea of bringing to

surface how the present market viewed the mobile i.e. 3. 4. 5. make 6. There are competitors that are already established in The The it unstable political difficult economic conditions create problems as instability to comply and with changing the Governments Govt.

GSM technology well as the companys investment decisions are affected. changing

Policies. PAKTEL faces consistent and intense competition from of packages and services being offered. This its competitors through innovation and price along with the variety results in a continuous threat of the competitors grasping market share from PAKTEL.
7. Increased customer awareness has made it imperative for the company to maintain quality of service otherwise the company can lose its customers

 In terms of status symbol In terms of an affordable commodity. PAKTEL conformed to the fact that in the market mobiles were luxury item meant to represent a typical class of society and as a result of customer analysis PAKTEL set out to break down the existing image and bring about a more positive attitude in terms of mobiles and its services. In such circumstances PAKTEL was striving to launch their mobile communication services under the slogans of affordability is say sasti sirf khamooshi. Making a biased customer ready to push back his previously conceived notions and adapt to a whole new set of ideas is not an easy task to barriers, which stood in their way, were

VLUE ADD SERVICES

Value added services: Call centre: A Call Center is a sophisticated voice operations center that provides call a full range of high-volume, inbound or outbound handling services, including customer

support,

operator customer

services, support,

directory credit

assistance, card

multilingual

services,

services, inbound and outbound telemarketing, interactive voice response and web-based services10. A call center can be used for telemarketing, sales, customer support, or center may contain a few or hundreds of agents who handle calls to relay business information. Call center consists of a complex of Telecommunication human given and resources infrastructures, organized The to computer manage of a supports and and is or effectively call center making

efficiently the incoming and outgoing telephone calls of a organization. computer, activity with the performed chiefly by skilled operators who, using telephone interact exterior receiving calls to manage various services. ((10 Source: www.firstdata.com/abt_gloss_C.jsp;
www.cashflowspecialistsinc.com/glossary/
Settttiing Up Callll Centters iin Pakiisttan Page 12 off 43 A Guiide ffor Locall Enttrepreneurs and Busiinesspersons)

In Paktel they say taht All Your Needs are Just a Call Away Simply call 111-222-111 from a landline or 304 from Paktel GSM mobile to access our Call Centre.

10

Paktels equipped

state-of-the with the

art, most

toll

free

call

centre

is in

sophisticated

technology

Pakistan. However that is not cutting edge. It is welltrained and cordial staff present round-the-clock to assist you with all your cellular needs whenever and wherever you need, that makes Paktel Call Centre so special.

Personal Identification Number(PIN) & Personal/PIN Unlocking Number(PUK)

Paktel provides added security to our valuable subscribers. Whenever you switch on your mobile, feed in the Personal Identification Number(PIN) code 0000. If an incorrect code is punched you will be required to punch in a Personal/PIN Unlocking Number(PUK) code. You can request for the PUK code from Call Centre by dialing 111222-111 or visiting your nearest Paktel Sales &Customer Services Centre.

11

You can change your PIN code(from your handset) whenever you want for added security. Paktel PIN & PUK Codes-another Value added feature introduced by the pioneers of Cellular Industry in Pakistan

International SMS:
Paktel your do GSM mobile ones connection abroad, GSM is want the to most wish powerful your SMS. dad, Its

communication tool in your hand. Want to stay in touch with loved all living brother working in the U.S, U.K, or Saudi Arabia. You can that with Paktel International procedure are very simple to send SMS internationally that are as follow To send an international sms, please follow the simple

steps:

Write your message Enter recipients number as described below: (00)(Country Code)(Subscriber Number)

Send

Country Codes:

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Conference Calling:
Paktel GSM mobile is meeting room. With Conference Calling you can talk to two different people on two different numbers at the same time. It's just like having a meeting on phone, saving your precious time and money. Its method is

Place first call and wait for the answer, while the first call is on the line, dial second number and press send/yes

Press 2 send/yes to alternate between two callers Press 3 send/yes to have a three party conversation Press 1 send/yes to release the active party, or simply press end/no while talking to the party you wants to release.

Call Waiting / Call Hold Now you never have to miss an important call. If you are already on a call and someone else calls you, your phone will indicate through a beep and CLI that another caller is trying to reach you.

13

You can then choose to place the current caller on hold and answer the new call. If you choose not to attend the call it will automatically be diverted to your Voice Mailbox. Activate: * 43 # (One Time) Deactivate: # 43 # How to Toggle between 2 Calls?

Press 2 send/yes to alternate between two callers Press 1 send/yes to release the active party, or simply press end/no while talking to the party you wants to release.

Voice Mail Paktel GSM offers you Voice Mail services. Whenever you are unable to attend a call, your caller can leave a message with Paktel GSM Voice Mail.

14

So

now

you

can

relax

because

even

if

your

phone

is

switched off, in use or out of a coverage area, callers are directly diverted to your Paktel Voice mail facility where they can leave a message. Voice Mail is your one stop solution:

No activation charges No monthly charges Rs. 1.5 per message retrieval

Call Forwarding: Call Forwarding allows you to divert your incoming calls to another Paktel number,

when your mobile's off, unreachable or you don't want to be disturbed. For details please call 304 from your Paktel GSM mobile.

15

Caller Line Identification Caller Line Identification enables you to see the number of the caller on your mobile screen before you answer the call

This way you can identify the caller and choose to either attend or ignore the call. With most handsets, the name of the caller is also displayed if you have it stored on your handset. The power of communication is in your hands.

Feedback
Paktel is also taking feed back from customer on web through they ablw to know the need of customers and able to satisfy the customers The form of customer as follow.

Your Name: Your E-Mail: Mobile Number: Subject:

Priority:

16

Your Comments:

Send

17

Hardware Paktel

infrastructure

of

18

Hardware infrastructure of Paktel: Paktel is using different types of software and hardware that are essential part to develop and run any information system. Some hardwares are as under, Intel base as server for windows Acquire UNIX server for Linux operating system but

still is not in use. Solaris server. HP for Client and monitor of Philips and Samsung Sun for Linux Harware using in Human resource Department: Intel based servers hp and dell computers.

Software infrastructure of Paktel: Some softwares are as under. Oracle server engine for database. Oracle developer. Windows XP professional. Windows 2000 for server. Windows 2000 professional for clients. Office XP Acrobat reader. MacAfee antivirus. VB.Net

19

Involvement

in

information

system development

20

Involvement in information system development: Flow of information from one end to other end by the

combination of hardware, softwares and people. As the case of their involvement in information development systems, to save for the they see their now are need and develop are example time their customers to system to and

different going ERP CRM and

increase they are moving toward the development of they thinking develop procurement systems.

If we compare it Mobilink its involvement in development of information systems are very low than Mobilink. They must develop a system that links them to their

franchisers because they only provide them simple login to franchiser on internet . They must develop their procurement system to save time and cost and also develop marketing system for best marketing strategies. If we see in market there are now many players that can kick out it from market on the bases of technology and good services so they must put their effort on development of CRM which is basic strategy or tool to satisfy the customers.

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Information Framework

System

22

Information System Framework Information system frame work contain the combination of the software and the hardware which are as follows Hardware infrastructure of Paktel: Paktel is using different types of software and hardware that are essential part to develop and run any information system. Some hardwares are as under, Intel base as server for windows Acquire UNIX server for Linux operating system but

still is not in use. Solaris server. HP for Client and monitor of Philips and Samsung Sun for Linux Software infrastructure of Paktel: Some softwares are as under. Oracle server engine for database. Oracle developer. Windows XP professional. Windows 2000 for server. Windows 2000 professional for clients. Office XP Acrobat reader. MacAfee antivirus. VB.Net

23

Information components

system

24

Information system components People:They are facilitating to people with the help of web
site to provide best communication quality to its customers and they are also providing the facility of on line billing system through which a customer could easily activate its account without going any where with the help of credit card.

End users: They are providing a best facility to their

customers by providing them the GSM Sims. Specialist: development They of have full IT and department also to for solve the any their softwares

problem in their software including development of ERP. Hardware resources: Their hardware resources include Intel base as server for windows Acquire UNIX server for Linux operating system but

still is not in use. Solaris server. HP for Client and monitor of Philips and Samsung Sun for Linux Software resources: Their software resources includes Oracle server engine for database. Oracle developer. Windows XP professional. Windows 2000 for server. Windows 2000 professional for clients. Office XP 25

 Acrobat reader. MacAfee antivirus. VB.Net Data To manage the data resources: effectively they have the data base

management system. They have full record in this database system and whenever any one whether customer or any manager needs any information he concerned with this data base management system and with in no time he gets the data. Networking: For the communication purposes the networks which they are using are the LAN, WAN and the topology which they are using is the star. Also they are using the Internet Intranet Extranet Internet: Internet facility is availing by the customers in the shape of their website and also providing the facility of free messages through their website to their customers. Recommendations: They should provide the following facilities to their customers as the mobilink is providing through internet Online billing facility Customer to customer mobile selling facility Online banking facility Intranet: By management

26

 By employees

By management: Information about any decision that has been taken by top management it flows through intranet to all their offices by using e-mail. The excess of this e-mail could be access by the employees of the organization. The employees are allotted username and password through which they could access the intranet of the Paktel. By employees: Employees can excess over their related information about their jobs profile from any where of the world by using the unique password which are given to them by the organization. Extranet: For Suppliers For Other stakeholders Suppliers For the linkage between suppliers and the company they are using extranet. With the help of extranet all the processes of purchases and other transaction are done through this system and now no need to go and wait for the delivery simply with in no time could easily interact with the suppliers. Other stakeholders Also for the linkage with their customers and other stakeholders such as competitors and shareholders they are using the extranet. Organization is providing information to its shareholders step by step and with the help of extranets now shareholders could see the information easily.

27

Strategic system with chain

information their value

28

Strategic information system with their value chain They are doing as such basic activities that add value to its products and services as follows Products Services Products The product of Paktel is sim and to add value in their product they are using following techniques CAD CAM Services: To provide excellent services to their customers to add value in their business they are using different logistics Inbound logistics Outbound logistics Just In Time(JIT) Recommendations They should use following techniques to add value in their business and to provide on time best services to their customers are as follows Computer aided engineering On line market place for a firm `s suppliers Just In Time logistics warehousing system to support in bound

29

Database management system

30

Database management features For the purpose of managing their data base and for effective decision making they are using User database Billing system database Total size of database in paktel is about 500 Giga Bytes that can retrieve 10000 records per second. The entire data base centrally located at the head office of Paktel in Islamabad and all the other main offices located at Karachi and Lahore can access the entire data base from head office by using Data Base Management System (DBMS).This data base is using by the following departments Purchase department Marketing department Human resource department Advantages of DBMS The main purpose to manage data base system is to avoid the security risk and the only related departments can easily access from the data base . Tools Oracle self developer used for user data base VB.Net used for system linkage to database

31

Data Warehouse They are manually using the relevant data from data ware house. The manually process run through generating RFI (Request for information) from related person to IT department then the information provided to the relevant person by IT department. Recommendation: In Mobilink the access to the data ware house is directly access by any person through password. Every person in the organization have the computer through which he can access to the data warehouse.

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Telecommunication Model

Network

33

Telecommunication Network Model: The of a telecommunications country's network the largest and most

complex technical system that makes up a substantial part infrastructure and is vital role in any telecommunication service provider companys network. Every company provides relevant telecommunication services, based on the telecommunication network. We will describe and other the telecommunication companies network in the model of

Paktel

competitive

following

five heads. 1- Terminals: With the help of Nodes and Links that has been created for connectivity between network and terminals. In this network information travel from one node to other, that supported by different links including optical fiber methods.

34

2- Telecommunication Processors: By telecommunications voice, data and video we mean here all processes that

render it possible to transfer,

with the help of some form of electromagnetic system, including optical transfer methods. A special technique when called packet ( switching computers) has are been only developed to expand the degree of utilization in data networks traffic sources sending satellite information. Each data traffic packet has an address that controls the switching process in the exchanges. (Nodes) Asynchronous Transfer Mode (ATM) technique is used for packet switching.

35

To create link and integration between network, Paktel is currently using the switches of Chinese telecom. Co. ZTE. Those are outsourced. 3- Telecommunication Channels: For the purpose to interconnect the other components of telecommunication channels, that are. Microwave Satellite Fiber Optics network, Paktel is using following

Those help to create interconnectivity in efficient manners between other components of network.

4- Computers: Mainframe /as host computers

Data collected from electronic equipment such as the Weather Satellite Receiving System, Weather Radar and the automated Rainfall Collection System are also being sent to the mainframe computer and Sun servers for further processing. NEC SX4 Fujitsu M1600 mainframes

Midrange computers / as Front-end processors

SUN sparcs

Microcomputers / as network server

For further processing different kinds of micro computers are used to act as front end processors. Sun servers 36

Fujitsu DS90s

37

5- Telecommunication Control Software:

For the purpose to control all the functions and processes in telecommunication network, different software is used as; SageLogic software: For Voice, data and wireless. Multiple carriers, devices and locations. Shifting billing formats, locations and users. Switches, circuits and policies. Inventory, usage, capacity, over-charges, credits and contract compliance.

BM6.0: BM 6.0 (Business Manager 6.0) software is developed by Savvion software developers that improves business performance and reduces costs within and across functional business units. provider lifecycle deployment their of from to enterprise process process processes business modeling and Savvion is the first process management through this and

solutions to fully address the complete business process simulation Through costs optimization. while reducing

unique lifecycle approach organizations can get control of business increasing revenues.

Recommendations for Paktel: Paktel should use terminal devices as to meet international standards and to provede interruption free services as well. Input / Output Devices:

38

The basic "hardware" components of a digital computer are the central processing unit (CPU), the memory system and input-output devices. The registers, the control and the arithmetic logic unit of the CPU are linked with the memory system and the input-output device by a data bus; that is, a group of wires that allows the memory, the CPU and the input-output device to exchange signal bits, bytes or words. Where time is a factor, as in local processor 11, associated therewith is a real time clock. In practice, the computer's power supply may have a battery pack back-up so that so the power the remains uninterrupted should the supply fail. Computer memories may include a local lithium battery that memory is nonvolatile and will continue to store data in the event of a power failure. Voice Chip: The voice chip may in be any the commercially-available messages are stored microelectronic device which

therein in digital form and when read out are converted into audio signals by a digital-to-analog converter. Thus all components which in combination make up the system are commercially-available; hence the overall cost of the system is relatively modest. Modem: A device for converting digital (data) signals to analog and vice versa, for data transmission over an analog telephone line. CSU/DSU: Channel Server Unit/Digital Server Unit. A device used to terminate telephone company equipment and prepare data for router interface.

39

DSS & EIS

40

DSS (Decision Support System Of Paktel) Decision Support system of Paktel helps the managers to take decisions and also it is helpful to see the financial position of the Paktel. Paktel is using SUN FINANCIAL in the finance department to take effective and efficient decision related to finance. In this SUN FINANCIAL they generate the reports of the finance and then through intranet they send the reports to the top management to take necessary decisions. EIS (Executive Information System) After receiving the reports generated by the different departments they make decisions and then send the decision to the relevant departments

41

Cross functional system

42

Cross functional system: Suppliers

In Paktel the cross functional system is based on the steps. The first step is request generated from the company, secondly Approval is made on the request and the third step that they calls to vender and ask them to submit their quotations on the given date by the Paktel and then after receiving the quotations the last step is Purchase department of Paktel makes decision on the favorable quotations deposited by the vendors.

Tools their suppliers. It is a server based

They are using ML580 Information system to integrate with information system. Software

They are using oracle 11i software to support their information system in sharing the information with their suppliers. How venders receive the information and request of quotations: The vendors receive the information and request of the quotation by the organization through mails. CRM (Customer Relationship Management)

43

Paktel do not contain CRM in their operations but they are using alternatives such as they are using customer billing care system system they and have also very they have billing thing system for the facilities of their customers. In the interesting which differs them from other services like Ufone and Mobilink like if some one calls to the Paktel user the long time he will call the more money will be included in the account of the customer.

44

CRM

45

Auto responders as CRM: Paktel is not currently using CRM technique to connect with customers and solve their problems they are using auto responders in their call center that are located at Karachi Lahore

Tools: They are using ZR chi as a tool in the auto responders they are also providing customer facility of sms services through Instaphone.com

Paktel.com (for only digital)

What is CRM and what are its benefits are as follow, before adopting Paktel must think about following measures

Customer Relationship Management - CRM

The its generally customers and accepted through procedures purpose the for of Customer Relationship of reliable those

Management (CRM) is to enable organizations to better serve introduction interacting processes customers. In today's competitive business environment, a successful CRM strategy cannot be implemented by only installing and integrating a software package designed to support CRM with

46

processes.

holistic

approach

to

CRM

is

vital

for

an

effective and efficient CRM policy. This approach includes training of employees, a modification of business processes based on customers' needs and an adoption of relevant ITsystems (including soft- and maybe hardware) and/or usage of IT-Services that enable the organization or company to follow its CRM strategy. CRM-Services can even redundantize the acquisition of additional hardware or CRM softwarelicences. Major areas of CRM focus on service automated processes, personal information gathering and processing, and selfservice. It attempts to integrate and automate the various customer serving processes within a company. There are three parts of application architecture of CRM:

operational analytical -

automation

to

the

basic

business

processes (marketing, sales, service)

support to analyse customer behaviour, ensures the contact with customers

implements business intelligence alike technology

Cooperational

(phone, email, fax, web...) Improving customer relationships CRMs are also claimed to be able to improve customer

relationships . Proponents say this can be done by:

CRM technology can track customer interests,

needs, and buying habits as they progress through their life cycles, and tailor the marketing effort accordingly. This way customers get exactly what they want as they change.

47

The technology can track customer product use as the product progresses through its life cycle, and tailor the service strategy accordingly. This way customers get what they need as the product ages.

Technical functionality A CRM solution is characterised by the following

functionality:

scalability - the ability to be used on a

large scale, and to be reliably expanded to what ever scale is necessary.

multiple

communication

channels

the

ability to interface with users via many different devices (phone, WAP, internet, etc)

workflow

the

ability

to

automatically

route work through the system to different people based on a set of rules.

database

the of

centralised all

storage

(in

a to

data

warehouse)

information

relevant

customer interaction

customer and

privacy the

considerations, destruction of

e.g. records

data to

encryption

ensure that they are not stolen or abused

Setting up a framework for CRM

When you start setting up your CRM segment your business you first are want to see to what your aspects you feel relevant

for

profile

48

business. Which information will provide you the keys to serve your customers in the best way possible? You can look to your financial history for this information what would you have liked to know about your customers in the past? What would have been the effects? And what information is not useful? Being able to eliminate unwanted information is a big aspect in implementing your CRM systems One idea is to keep in mind of who you are thinking of, you want to be more extensive on your information because these are the high-margin customers. While you still want to keep you ?low-margin? customers in mind you may not want to be so extensive in your relationships with them. Recommendations They should use Inventory Control system in CRM.and it should be self designed. Features of Inventory Control System: Efix and CRM both are combine CRM based on Digital Certificate

Why the competitor of Paktel is using CRM: Because if anyone account is block or anyone wants to change the dial number then Mobilink can do this with the help of this system. If anyone forgets his password or anyones sim blocked due to any reason this software helps their customer to break the password. Internally they are using Epoint.

Modules of CRM: They have three modules of Oracle Fix

49

They have the module of Procurement.

Note: A module which they are using is internally purpose not as a whole. ERP (Enterprise Resource Planning) Still the ERP in Mobilink is not completed yet and they are doing some modification. And they have outsourced from Oratech. Currently they are using three modules of ERP which are : HRMIS ( Human Resource Management Information System) Finance Procurement

50

Paktel Experts System

51

Paktel Experts System: The calls centers of Paktel are used as an expert system. The feature of this system is that automatically answer the questions of the end users (customers). They have 2 call centers located in Karachi and Lahore. In Karachi center they have 100 agents that are fully train that they can satisfy every kind of customer, same as Lahore they have 50 agent on their centre. They are using ZRG application for the auto respondent through call Recommendations: Efix to franchise Ivs servers for automatically call route through centers. This application is also used for connectivity with Islamabad.

servers. Online banking which Mobilink is about to start.

52

Human Resource Information System

53

HR System: They are using in human resource department the system in which there contains the information about the employees like when they come in the company, when they are about to take training and when they will get retirement and which type of benefits the employees are getting and about the blood groups of each employee and extra salary benefits in future. Softwares using in HRIS

The softwares which they are using are oracle. Recommendations: Tools: Oracle built in module Oracle live server 8i Oracle fix

54

Re-engineer and Redesigning

55

Re-designing They are using Customer care system currently and now they are going to switch over to CRM. Before they were using the connections which installed in the mobile sets and the customers were feeling very difficulty as they can change the sets once in which the connection was installed and now they switched over to GSM as it was required by the customers of Paktel. They changed their softwares from old to new.

Recommendations: AMS online Mobilink are changing their fix to efix. They are upgrading their CATS which are in process. They are using Dos-Modes for their softwares Mobilink is going to increase the frequency so Paktel should also increase the frequency so that customers of Paktel can easily and with a quality communication talk to each other any where in Pakistan at least. The tool which mobilink is using to increase the frequency is customize Re-engineering: They are now going to adapt ERP for their activities.

56

BPO (Business Process Outsourcing)

57

BPO (Business Process Outsourcing) What is business process outsource Globalization has not only broken the traditional business boundaries across countries but also opened vast markets for companies. Enterprises are now looking to focus on a core set of competencies that have the greatest positive impact on their business models and are seeking new ways to streamline processes, realize further cost reductions and decrease time to market. One of the main outcomes of these trends has been the rise of business process outsourcing among leading companies to achieve significant growth and bottom line benefits. Business Process Outsourcing (BPO) is the the delegation outsourced of one or more business processes to an based on defined and measurable external entity that in turn owns, administers and manages process performance criteria. Such back end functions may include anything that can be moved over the bandwidth and include Services such as customer support through call centers, accounting, order processing, insurance claim processing, procurement or Other logistic functions. On the other hand, offshore IT outsourcing processes operational developing is to the in relocation in order to of activities, with the tasks cost and of and entities countries reduce IT lower total overall

cost and

maintaining

software,

systems

infrastructure. One of the leading firms conducting research in the field of IT, Forrester Research, has referred to global

58

outsourcing Outsourcing gives

as has

the

trend

of

the

decade

while

Gartner It

Group refers to it as a mega-trend. demonstrable, access to quantifiable ofbenefits. companies state the-art technology

without the overheads and risks associated with developing in-house solutions. Companies can save as much as 41% in hidden costs by outsourcing - U.S. Chamber of Commerce. According to Michael allows Dennis us to (Vice put President, company Services, into Avaya Group) Outsourcing energy activities which generate higher value for our customers. BPO is gaining ground because of the following main factors: Factor Cost Advantage Superior Competency Utilization Improvement Economy of Scale Business Risk Mitigation Availability productivity of highly qualified skill pool and faster adoption of well-defined business processes leads to higher gains without compromising on quality. Customers across verticals like Insurance, Banking, Outsourcing. Pharmaceuticals, Insurance and Telecom, Automotive are and major

Airlines seem to be the early adopters of Business Process banking industries beneficiaries of the outsourcing trend as they can achieve significant savings by virtue of the large proportion of processes call that can be outsourced. in These cost, include quality claims and processing, loans processing and client servicing through centers. Improvements productivity have encouraged customers to rapidly scale up 59

their offshore operations. It is no longer seen as a onetime cost reduction or process improvement but customers are demanding year-on-year improvements in process metrics.

In Paktel they are out sourcing They are using switches in their networking and these switches which are outsourced are using from in Zte. And the softwares are also they these switches

outsourced by Zte. The data warehouse of the Paktel in which all the record and data of the Paktel is laying is also outsourced. The Cables towers in which the are used for the communication purpose among the customers are also outsourced. with organization and also which is used externally are also outsourced by the Paktel.

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Business to Business And Business to Customer

61

Business to Business:
Defining B2B Commerce Before Internet, B2B transactions called just trade or procurement process Total inter-firm trade: Total flow of value among firms B2B commerce: All types of computer-enabled inter-firm trade B2B e-commerce (Internet-based B2B commerce): That portion of B2B commerce that is enabled by the Internet The Evolution of B2B Commerce B2B commerce has evolved over a 35-year period 1970s: Automated order entry systems used

telephone modems to send digital orders (e.g., Baxter Healthcare) Seller-side solution (owned by suppliers, sellerLate 1970s: Electronic data interchange (EDI) -settlement information solution among a by small number of biased, show goods only from single seller) and communications standard for sharing business documents firms o Buyer-side (owned buyers, buyerbiased, aim to reduce procurement costs for buyer) o Often referred to as hub-and-spoke system o Generally serves a vertical market

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1990s: B2B electronic storefronts -- online catalogs of products made available to the public marketplace by a single supplier

Late

1990s:

Net

marketplaces

bring

hundreds

to

thousands of suppliers and purchasers into a single Internet-based environment to conduct trade Late based 1990s: Private industrial networks Internetenvironments that extend beyond communication

procurement to encompass collaborative commerce The Growth of B2B E-commerce 2001-2006 B2B e-commerce o 2001: $466 billion o 2005: estimated $4.11 trillion Net marketplaces industrial growing at but faster even rate in than 2006 private networks, so,

private industrial networks still expected to be twice the size of Net marketplaces Not all industries will be similarly affected by o Computer, automotive, aerospace and defense, and industrial equipment industries likely to move first and fastest to B2B utilization B2B e-commerce

63

Industry Forecasts for Internet-Based B2B Commerce 2001-2006

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In B To B paktel are doing two types of dealings such as They are dealing with the banks to provide online billing services to their customer. For this purpose they have provided to banks an interface which is base on oracle. The banks are as follow

Muslim commercial bank

ABN Amro bank

Allied bank

And they also have provide to courier service that is

TCS express center. Secondly customers. To connect with franchisee they have provided them a login that a franchisee can access through internet by using modem, is protected through firewall. they are selling the Sims with the help of

franchisee and the franchisee is selling the Sims to the

Business to customers:

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This focus on to attract customers by attractive prices, transact goods and services build customer loyalty. This is based on realistic profitability. Business t o customer is as follow

B2C Business Models Portal o Offers powerful search tools plus an integrated package of content and services o Typically revenue model o May be general Ex: AOL, MSN, Yahoo combines fee subscription/advertising/referral/transaction

o or specialized (vortal) Ex: Sailnet

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A Portal Example Google o Founded in 1998 by 2 Stanford grad students o Focused solely on search engine business in contrast to Yahoo, MSN, AOL o Almost missed major market shift in way companies advertise on Web paid search listings, pioneered by GoTo.com (now Overture.com) in 1999 o 2000, introduced tiny paid advertising boxes on the right of Search Results page; Feb 2002, began to allow firms to bid for placement and added sponsored links at top of Search Results page o 2003, Yahoo buys Inktomi and Overture (which owns AltaVista) new questions as to whether Google will remain the leading search engine B2C Business Models E-Tailer o Online version of traditional retailer o Sales revenue model o Types include: Virtual only o Ex: Amazon.com, MarthaStewart.com Clicks channel and for bricks: a online distribution also has company that merchants: online retail store

physical stores; o Ex: Barnes&Noble, WalMart, Staples Catalog merchants: online version of direct mail catalog

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o Ex: LLBeane Manufacturer-direct: directly over the Web o Ex: Columbia.com B2C Business Models o Web o o Ex: WSJ.com, CNN.com, Rhapsody.com Second largest source of B2C eContent Provider Information and entertainment companies that provide digital content over the manufacturer selling

commerce revenue in 2002 15% of online sales More Internet users go to on

the Web to retrieve information than to purchase goods (80% vs 53%) model B2C Business Models Transaction Broker o Processes online transactions for consumers o Primary value proposition saving of time and money o Typical revenue model transaction fee o Industries using this model: Financial services (E-Trade) Travel services Job placement services (Monsters.com) Typically utilizes an subscription, pay for download, or advertising revenue

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B2C Business Model Service Provider o Offers services online Ex: Fresh Direct, xDrive.com low-cost alternatives to traditional

o Value proposition valuable, convenient, timesaving, o Revenue payment B2C Business Models Community Provider o Sites that create a digital online environment and receive interest-related where people with similar interests can transact, communicate, information. o Typically rely on a hybrid revenue model o Examples: For this Epinions.com Oxygen.com About.com paktel is providing facility to its service providers models subscription fees or one-time

purpose

customer to purchase hand set of

Samsung Motorola Nokia Panasonic LG Siemens 69

Sony Ericsson

They provide to their customer facility to brows from any city of Pakistan the interface as follow

Handset: Price Range: City:

They are also providing facility to purchase a equipment for this purpose they are also providing same interface to its customers that is as follow

Select a City

List

70

Procurement System

71

Procurement System: Paktel do not have any Procurement department but they have alternative of this department which is purchase department. The The activity first which is is performing in this from department the is totally manually. step request generated company, secondly Approval is made on the request and the third step that they calls to vender and ask them to submit their quotations on the given date by the Paktel and then after receiving department the of quotations Paktel the last step on is the Purchase favorable makes decision

quotations deposited by the vendors. At the end Fill the GRN and their GRN is through system. What GRN system is performing:

GRN maintains the files and maintains the record of the routes of suppliers and oracle is used at the back end and sun financial is using in the front office and both systems are customize. Recommendations They should use the Procurement department as mobilink is using this instead of purchase department. The purchases of mobilink is totally through system based while in Paktel there are manually work in purchase department. Whenever the employee requirement generates the employee enter that requirement in the system and it automatically reaches in the procurement they department ask for the and after of analyzing the the requirement Softwares There are two softwares using in the procurement department of Mobilink process purchasing

which is mentioned above.

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Oracle financial Oracle e-business

Hardwares Mobilink is using Hp system Oracle Financial servers ML3810 ML5810 Rx 2 server in future also should use this system as it is new

Paktel

technological systems. Recommendation for E- procurement system: More comprehensive procurement system is as follow that we can purpose to paktel to adopt this system because it has more feathers and reliable than Mobilink, it can also be said E-procurement system.

Purchase Order Software Module Run the purchase order software module as a stand-alone unit or use it with PMX's other modules as part of a fully integrated management module. Stay in control of what you buy and from whom you buy it with e-procurement purchasing and PMX's purchase order software. PMX's module system. Complete are vendor built and into material the file capabilities purchasing

( e-procurement ) was designed to work the way purchasing

73

professionals think and can have you up and running in days. Creating A Purchase Order You can quickly create purchase orders from requisitions, requests for quotations and previous purchase orders. When none of these sources is available, you create a purchase order by specifying the vendor you want to buy from and the materials or services you want to purchase. This is done on two screens--the Purchase Order Header screen and the Purchase Order Line Items screen (Both screens are shown below.).

74

On

the

Purchase default

Order

Header

screen, from the

you

specify File

the and

desired vendor by entering the vendor number. PMX draws the standard information Vendor enters it for you. PMX also enters for you:

Tax percent Ship-to Address Bill-to Address Primary Buyer name Payment Terms and Prepaid Freight Option

You may override any default information with your own data. You may also include:

Delivery date Job number Project number and G/L account codes

In the P.O. header to apply to the order as a whole, or enter this data individually for each P.O. Line Item

75

Special Features Assign P.O. Numbers Assign your own P.O. numbers or select a Control File operating rule that instructs PMX to automatically assign P.O. numbers for you. On-line Search Facility Use the button next to Vendor Number field on the Purchase

Order Header screen to search through the Vendor File and select the desired vendor. Search for vendors by entering the first few characters of the vendor's name, or search for all authorized vendors for a specific commodity group or material item. Once you select the vendor, PMX

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automatically returns you to the P.O. screen and enters the appropriate vendor data for you Free-form P.O. Instructions & Standard Text Paragraphs Enter up to 30,000 characters of free-form Purchase Order instructions on each purchase order. Also, select up to five pre-stored standard text paragraphs for insertion on each order. Both the Purchase Order instructions and presorted standard paragraphs are printed on your purchase order as instructions relating to the order as a whole. Item Search

Use

the

button Order search

next

to

the

Item to

Number search

field

on

the the few

Purchase You can

Line for

Items items

screen by

through first

Material File and select the items you want to purchase. entering the characters of the material description, or you can search for all items in a specific commodity group or catalog. Look over the list of items, select the items you want to purchase and PMX routes you back to the Purchase Order Line Items screen. Print, Fax & E-mail After creating a Purchase Order, you can immediately print, fax or e-mail it directly to your vendor. In the event a Purchase Order is lost or destroyed, new copies can easily be reprinted or retransmitted

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Adaptable to Your P.O. Form Print purchase the orders print on our standard to form or your have us

customize

format

suit

needs.

Customization includes aligning the purchase order data to fit your current (or planned) P.O. form. Repeat Purchases After purchasing an item for the first time, subsequent buys become much faster. PMX maintains detailed historical information on all previous orders and gives you a variety of search options for locating and listing these orders. Simply look over the list of previous purchases and select the P.O. you want to duplicate.

Blanket Orders & Releases You can create blanket (such orders as for specific supplies) items or

general

categories

office

without

specifying quantities, unit prices or delivery dates. Once the blanket information is entered, the blanket order can be printed or faxed directly to your vendor. All delivery activity for blanket orders is controlled by blanket releases. Create the release simply by identifying the blanket P.O. number along with the minimum ordering information for each blanket line item you are releasing. All the vendor information is already in the system and is

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automatically applied to the release. After entering the release information, print or fax the release order directly to the vendor. Change Orders To change any P.O., just display the order on your screen and edit the necessary information. You can also add new items or delete existing items before printing the change order or faxing it directly to your vendor. Management Reports A complete set of management reports lets you analyze your total purchases by vendor, item, commodity, job, account, project, buyer, etc. -- over any time period.

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CMM / ISO Certificates Followed by Paktel

80

CMM / ISO Certificates Followed by Paktel. For the purpose to maintain quality standards in their

processes and services Paktel is not following Capability Maturity Model (CMM). Currently processes. Recommended the Standards to Follow by Paktel: The Paktel should also be followed the following standards and levels that are followed by the Mobilink to maintain quality in their standards and to improve the quality of services and to match with the international standards to compete their big giant competitors in telecommunication sector in this global arena. As such standards are given below. Quality Manual: Scope and Purpose: This manual documents the organization, responsibilities they are using Sox 404 standards their to maintain and international quality standards in services

and methods employed to implement a quality system covering the activities of Mobilink Telecom, Inc. The quality system addresses all requirements as defined in ISO-9001:1994. Responsibilities:

81

The

VP

of

Operations is in

is

responsible and

to

ensure

that

Quality

System

place

implemented.

Function

managers are responsible to ensure the correct processes are in place and implemented in their respective areas.

Management Responsibility:
Quality Policy Mobilink Telecom, and Inc, is committed to exceeding innovation are empowered the and to

expectations of its most demanding customers for quality, reliability rigorous goal. functionality All through productization. employees

take whatever action they deem necessary to achieve this

82

Management Representative: The Vice President to of Operations the is the Management Systems

Representative has authority and responsibility ensure Mobilink Quality requirements are established, effectively implemented, and maintained in accordance with the Quality Policy and all ISO 9001 criteria. Management Review: The quality system is reviewed, at a minimum of twice per year, by executive all staff. of Topics considered system during are the review (below) may be included in whole or in segments; however, aspects the quality always addressed within each twelve-month period. Customer Issues Quality and Reliability performance Manufacturing (subcontract) performance (Yields, and other significant trends) Internal Audit results Corrective and Preventive actions. Management designees). Quality System: The Mobilink Quality System meets all requirements of ISO 9001 and is approved by all affected organizations. procedures for 83 Mobilink maintains appropriate documented reviews are chaired by the Management

Representative, and attended by Executive staff members (or

each

element to

and

the

Mobilink

Quality Continued

Manual

provides is

reference

these

documents.

compliance

assessed through internal audits. Quality Planning and Quality Plans: Quality planning is completed for all shipping products

through the Manufacturing Review process, which establishes quality objectives and ensures all intermediate goals and plans are in place to achieve the goals. Identification Assessment identification of of of controls, processes, equipment, and all resources and skills required design, suitable production verification process, methods at inspection/test procedure compatibility, appropriate stages, clarification of standards of acceptability The plans generated as a result of Manufacturing Review are contained within the individual Manufacturing Specifications. The Manufacturing Specification also forms the basis for engineering change review and planning. Contract Review: Sales and Marketing are responsible to ensure an effective process to review are customer documented contracts, and ensure scope that and the requirements understood,

capability for fulfillment exist and that differences are identified and resolved. Records are maintained for review, contract amendment, and record keeping.

84

Design Control: Three that detailed all key procedures design design control Mobilink design. and including design, They design ASIC and

design,

Software

and

Handset

assure

elements

development

planning,

organization

technical

interfaces, design input and output, design review, design verification and design validation are met. In addition, the documentation and provides all a method to address and design their changes controls. ASIC Design Flow covers the following: Design input and planning ASIC design ASIC Verification Library verification Tape out process First Silicon validation From Design Input specifies necessary records

Software Design Flow covers the following. Design input and planning - Requirements Traceability Coding standards Verification peer reviews, walkthroughs Configuration management version control, problem report and tracking. Software Change Control Board Testing - Unit Test, Integration Test, Functional Test, Performance Test, Field Test 85

External Distribution Does not currently implement ISO9000-3 standard. Document and Data Control: Document all Control, under direction documents of and Reliability data of and

Quality Assurance, is responsible for maintaining control documents, including external origin. To Maintain Quality Standards for Document Structure: Paktel quality should follow for the different levels to of maintain different standards document structure

processes as followed by mobilink. Levels of Documentation of Processes: The overall hierarchical structure of Mobilink

documentation supporting the quality system is represented as follows: Level 1 Quality Manual Level 2 Process Procedures Level 3 Product Specifics Level 4 Other documentation/Records/ Instructions and training materials

86

Handset Design Flow covers the following: Design input and planning Reference phone design, Handset design, PC Card design or any related system design. Design control Component selection and verification External Certifications Type approvals Document and data approval and issue: The review and and a approval master The of list documents is provides is specified access at for

Mobilink, current

maintained ready

indicating

revisions.

system

necessary documents at all required locations and assures invalid or obsolete documents (other than for legal and/or knowledge-preservation purposes) are never used. All changes are reviewed and approved by designated personnel; a change history is maintained. Purchasing: Purchasing has responsibility to assure all purchased

material and services meet Mobilink requirements. The Purchasing Process provides procedures for the

following; Evaluation of subcontractors and suppliers:

87

Suppliers and subcontractors are selected on a basis of their ability to deliver products and/or services in accordance with Mobilink Quality System requirements. Purchasing Data: Purchasing tracking. Verification of purchased product: The Mobilink purchase order terms and conditions defines its ability and the customers right to verify purchased product/services at suppliers/subcontractors premises. Supplier Verification at subcontractors premises. Mobilink Such may elect is to not verify used purchased as evidence product of at our procedures clearly describe the product or

service ordered as well as the process for requisition and

suppliers/subcontractors facilities. acceptance acceptable supplier/subcontractors control. Customer verification of subcontracted product. When contractually specified, the customer is afforded the right to verify product at our suppliers/subcontractors supplier control. It premises. does not Verification absolve by our of to customer does not provide Mobilink evidence of effective also Mobilink product responsibility customers. for providing acceptable

customers nor does it preclude subsequent rejection by

88

Control of Customer Supplied Product: Control of Customer Supplied Material defines procedures to ensure the following: Items are received intact Items are stored correctly Issues are recorded and reported. Ownership understood. Product Identification and Traceability: Mobilink maintains a system to provide identification and traceability of materials at all appropriate stages of manufacturing. Process Control: All manufacturing processes occur at designated subcontract facilities. including: handset Mobilink wafer assembly assures test, that die all such processes and test, and fabrication, and assembly and responsibility is clearly defined and

storage/warehousing

shipping, are suitably controlled to assure maintenance of quality standards. All key process equipment must be adequately controlled by a system that at a minimum includes planned P/M activities and Scheduled maintenance. Process Capability data from subcontract manufacturing facilities are requested reviewed and evaluated.

89

Corrective and Preventive Action System Mobilink assures corrective and preventive actions are

assigned to affect root cause solutions and prevent problem recurrence. The system addresses both actual and potential problems that can affect Quality. Control of Quality Records: Quality Records demonstrate conformance to specified

requirements and effective operation of the Quality System. Document Control provides a list of those Quality Records under its control; all other records are maintained by individual responsible departments. Internal Quality Audits: The Quality function is responsible for establishing and maintaining an internal audit procedure to verify quality activities comply with planned arrangements and to assess Quality System effectiveness. Training: Each supervisor their has responsibility of for identifying employee the and

quality-related supports training records.

responsibilities

each

training needs. Each department maintains

Personnel performing specific tasks may be qualified on the basis of experience and/or education. Employee training requirements are referenced and defined within, Employee Training and Documentation. 90

Servicing: Currently Mobilink does not engage in servicing. In the event that such activities are established, an appropriate system of control will be documented and maintained. Statistical Techniques: Appropriate processes, statistical sampling, and techniques for controlling capabilities.

determining

Procedures apply to subcontract manufacturing and test as well as other areas, when designated. Statistical results are reviewed and appropriate actions taken.

91

RECOMMENDATIONS

92

RECOMMENDATIONS: They need professional from recipients to manager. They should provide proper working environment. They should also adopt a customize software in the place f ERP because their setup is not very big. They should also adopt CRM to attract, retain the

customers. They should also expand their network coverage as soon as possible./ They should also work on to provide Web sms service on GSM network. They should also improve business to business network and also expand it, and also improve their Business to customer commerce. They should also adopt procurement system and need of supply chain

93

Conclusion

94

Conclusion: After analysis of different hardware, softwares enough set up as compare to mobilink. It and their has not

information system we are able to say that Paktel has not standardized software and hard ware and other component. It has not good working environment as compare to mobilink and other companies. It is still using many legacy applications And manual work. They are the initiator of telecom industry and have not CRM and other application like procurement system ERP. Almost 50% is manual. There is no application that gave them competitive edge as compare to mobilink that they have ERP CRM. If paktel want to exist in telecom industry they must upgrade their system implement new systems.

95

Sources

96

Resources: Mr. Shahid (manager it department of paktel) www.paktel.com www.google.com.pk www.ericsson.com www.realarticles.com www.roadtoad.net A.T. Kearney ( BPO) www.firstdata.com/abt_gloss_C.jsp; www.cashflowspecialistsinc.com/glossary/

97