Management Information System 201 1

Abstract

Telecommunication sector around the world is going through a process of rapid change due to convergence of advance Information Technology (IT), mobile telephony, Internet, e-commerce and value added services. PTCL is the prime telecom service provider in Pakistan. We choose this company because it is one of the pioneer company and largest company in telecom sector in Pakistan as it is the largest company thats why we wanted to know which information system they are using to successfully control operations on such a massive scale. Our sole purpose is to analyze their Information systems. After our detailed analysis via different source and from visits of PTCL Company we have come to know that PTCL is using four types of information systems, which are Computerized Fault Management System B&CC (Business and Customer Care System) Partial Office Automation System Human Resource Management Information System Every system has its own advantage of using but B&CC controlled the major network of PTCL. Although PTCL is using these kinds of systems but most of employees of PTCL does not know about the Management Information System. So there is need to realize the importance of management information system in employees.

1 There are the things that are known and things that are unknown, and in between,
there are doors

Management Information System 201 1

Table of Contents

1 3-4

Introduction of Company

Purpose of Project

3 13

Information System

6-

Conclusion

13

5
there are doors

Recommendation

14

2 There are the things that are known and things that are unknown, and in between,

Management Information System 201 1

References

16

Introduction
Background
1947-1962 is the era of development of Posts and Telegraph department and in this era PTCL becomes the major player of telecommunication sector in Pakistan, which is run by the Government, and in 1991 Government announced to privatize the PTCL. In 1995 PTCL recognized as the backbone of Telecom industry in the Pakistan. With the advancement of technology PTCL launched its mobile data services by name of UFONE. In the middle of 2005 company decided to sell its 26% share to the private agency. By this privatization certain changes involved in PTCL, which are as, follow VSS (Voluntary Separation Schemes for its Employees) Use of different operational and customer care softwares like ERP, SAP, B&CC Change in Logo of PTCL

3 There are the things that are known and things that are unknown, and in between,
there are doors

Management Information System 201 1

After privatization their main focus is on productivity and customer satisfaction. Currently PTCL is involved in following operations `Voice and Communication Broadband IPTV Services Vfone Pak internet Exchange Satellite Communication There are seven different types of switching technologies currently operated in PTCL network, which are Alcatel Siemens NEC Erricsson Hawaii J.S Telecom ZTE With these technologies PTCL running its e network and providing different communication facilities to its customers.
4 There are the things that are known and things that are unknown, and in between,
there are doors

Management Information System 201 1

Pakistan Telecommunication Authority (PTA) issued 25 years licensed to PTCL for telecom services all over in Pakistan. PTCL is the largest telecommunication industry in Pakistan. PTCL is all set to redefine the established boundaries of the telecommunication market and is shifting the productivity frontier to new heights. Vision of PTCL is To be the leading Information and Communication Technology Service Provider in the region by achieving customer satisfaction and maximizing shareholders value Mission of PTCL is to achieve our vision by having:

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

Purpose
Communication is very important for human because it is the process of sharing knowledge, ideas, thoughts and experience. For this purpose Telecommunication plays a vital role not only in communication but also in
5 There are the things that are known and things that are unknown, and in between,
there are doors

Management Information System 201 1

economic development. Due to emergence of Information technology there is rapid change in telecommunication sector. In todays world managers cant ignore the role of IT in business because all the worldwide organization connected with its stakeholders via IT infrastructure and every business today wants to elaborate itself with new face of IT technology. MIS plays a very important role in the telecommunication sector. Information systems are part of organizations. Indeed, for some companies, such as Pakistan telecommunication, without the system there will be no business. In order to analyze these systems and provide recommendations for further improvement we need to study and understand the current Management Information System

6 There are the things that are known and things that are unknown, and in between,
there are doors

Management Information System 201 1

Information Systems
In organization different kind of levels are involved in management, there are different information systems at different level of organization. One information system cannot provide all the information thats why all departments coordinated with each other and jointly made a management information system for whole organization. Following are the information systems involved in PTCL. OLD Telegraph System Computerized Fault Management System B&CC (Business and Customer Care System) Partial Office Automation System Human Resource Management Information System . PTCL is divided into two stages (1) strategic, management, knowledge and operational level (2) functional areas such as sales and marketing, manufacturing finance, accounting and human resource

7 There are the things that are known and things that are unknown, and in between,
there are doors

Management Information System 201 1

Old Telegraph System
Old Telegraph system has been terminated by the PTCL now because of various recommendations. PTCL is improving and modernizing the system to meet the requirements of the 21st century because in delivering Telegrams by post it takes three to four days.

Computerized Fault Management System

CFMS stand for Computerized Fault Management System, which is used at operational level in PTCL. This system of PTCL helped in improving the network & is being used to register & rectify Land Line Faults in a computerized way. This fault management system contains activating notification software that allows a human to take proper intervention. This system was working in few cities but now it is available all over Pakistan. In this system when customer calls to PTCL at 1218 for complaints it registers there complaint and then this system track the faults and complaints for a particular user and sent notification alert for solutionthensystem itself calls back to the customer to know whether the customer problem has been solved and has the customer been satisfied or not.

8 There are the things that are known and things that are unknown, and in between,
there are doors

Management Information System 201 1

Advantages of Computerized Fault Management System

Following are the advantages of using computerized Fault management System.

Provide Costumers feedback to top management regarding their problems. Track the faults and complaints. Focus on Customer Satisfaction. Help Managers to understand difficulties of customers regarding problem solutions.
9 There are the things that are known and things that are unknown, and in between,
there are doors

Management Information System 201 1

When a problem of a customer is not solved then a message is sent on the mobile of senior management by system.

Disadvantage of Computerized Fault Management System

Following are the disadvantages of this system that we found during our analysis. Security Threats because there is no proper security available for this system. No immediate backup for failure of this system This system is not able to automatically take action, either launching a program or script to take corrective action.

B&CC System (Business and Customer Care System)

The whole network of PTCL only one software name B&CC (Business & customer care System) is used and which is cost approximately 3 Arab rupees. This system is operated at all three levels of PTCL, which are

10 There are the things that are known and things that are unknown, and in between,
there are doors

Management Information System 201 1

operational, Middle level, Top Management. This system includes the following functions Franchise and Payphone Management Costumer Information Product Information Sales Management Order Entry Order Management Resource Management Every employee in PTCL has an access to this software but options are limited according to the authority of each employee. For example if an operational level login his username and password then the options regarding his job appear on screen and if top manager login his username and password then the options for his purpose appear on the screen. The decision to grant installment in the bill to customer is made by lower level supervisors according to predefined criteria.

Franchise and Payphone Management and Costumer Information

These two functions involve bill payment and customer account information. PTCL employees just hit the phone number of customer and all the detail regarding billing and accounts appear on the screen. These functions include the following things Costumer Name
11 There are the things that are known and things that are unknown, and in between,
there are doors

Management Information System 201 1

Customer Address CNIC Payment Code Payment Name Payment Mode Payment Type

Product Information
Product information involves the details about the product, which has been used by the customer. For example it tells either a customer has used a PTSN or any other differentiated product. It has tabs of Product code, Product type, Product Status and Bill Status.

Sales Management
Sales management function of B&CC tells about the daily sales transactions and track elementary activities and transactions of the organization. It includes sales dialogs, customer experience about the sales and sales information about walk-in queries and existing customers.

Order Entry and Order Management

These two functions include the details about new order and any change in existing packages. Its process depends upon three phases Accepting (New Orders or New Package) Handling (Processing)

12 There are the things that are known and things that are unknown, and in between,
there are doors

Management Information System 201 1

Completed (Completion of Process)

Resource Management
Resource Manager involves the computerize tracking of receipts, cash, deposits, payroll and store information for their materials like cables,

telephone sets etc.

Advantages of B&CC
B&CC used for all three levels of Management which made it a sole information system of the Organization Immediately can track the data about the customer, which made billing and other process quiet easy. Describe about the new orders and packages conversation of customer to their respective department.
13 There are the things that are known and things that are unknown, and in between,
there are doors

Management Information System 201 1

Purpose of B&CC is to control, monitor and manage the entire PTCL network and to enhance and optimize Network Management through a transparent and centralized platform.

Increase network availability through Enhanced Quality of Service and centralized performance statistics and reporting mechanism. It provides the description about the resource used by organization and help managers to managing the resources.

Disadvantages of B&CC System

Following are the disadvantages of B&CC, which we have found during our analysis. Much complicated software for operational level employees because these employees are not well educated and trained. Chances of Identity theft in this system. Breakdown of this system can be the breakdown of the whole network of PTCL. Decision-making through this system is slow, which leads to the lack of productivity.

Difficulty for Top Managers to take decision via this system because it is not easy as compare to ESS or DSS.

Partial Office Automation System

PTCL also implement partial office automation system, which is based on database. It includes only two following things Word Processor Desktop Publishing

14 There are the things that are known and things that are unknown, and in between,
there are doors

Management Information System 201 1

Office automation systems (OAS) are configurations of networked computer hardware and software. A variety of office automation systems are now applied to business and communication functions that used to be performed manually or in multiple locations of a company, such as preparing written communications and strategic planning. In addition to this, functions that once required coordinating the expertise of outside specialists in typesetting, printing, or electronic recording can now be integrated into the everyday work of an organization, saving both time and money .If PTCL implement fully OAS in their organization then they can improve their performance.

Human Resource Management Information System

PTCL is also focusing on HR Management and Development; PTCL introduced the HR online Hiring Management System. Appropriate changes have been made in HRM such as to establishment of Human Resource Management Information System (HRMIS). Recruitment process and system has been adequately revamped by adopting appropriate HR practices. Professional development of employees, especially the middle management, is being ensured. Training courses for employees have been redesigned. A special emphasis is being laid on the inculcation of sense of responsibility and politeness in the minds of employees, especially the lower management and staff. Training institutes of PTCL i.e. Telecom Staff College, Regional Telecom Training Schools and Divisional telecom Training Centers is also being revamped to cope up with the changing trends in technical and managerial training. PTCLs engineers and professionals are also being

15 There are the things that are known and things that are unknown, and in between,
there are doors

Management Information System 201 1

continuously sent abroad for various training courses to keep them abreast with the latest technology and management skills.

Conclusion
Management Information system can play a vital role in building

infrastructure of telecommunication in Pakistan. There is need to realize the importance of management information system in mind of PTCLs employees and to train them according to emerging technologies in the world. There is need of improvement like at operational level PTCL is using partially OAS (Office automation system); the use word processing is in a limit, because PTCL ground level labors are not educated as well as supervisor level employees. At managers level they have a system that track all the transaction of the system like fault every supervisor have an account and they have records so they use this record to remove faults and complains. At strategic level Managers should use ESS (Executive Support System) so that they can plan easily and take decisions.

Recommendations
Following are the recommendations to PTCL for enhancing the efficiency of their information systems. There should be proper security involved in each system of PTCL

16 There are the things that are known and things that are unknown, and in between,
there are doors

Management Information System 201 1

Employees should be well trained and educated to operate these systems.

Systems like ESS and DSS should be used at strategic level so that Top manager can easily plan and take decisions.

Office automation system should be totally implemented rather than partial implementation.

If PTCL implement proper Management Information systems then it will

be very beneficial for Organization.

The whole network of PTCL should not depend upon B&CC; there should be an alternative to this information system at different levels of Organization according to their strengths.

Employees understanding of Management Information System should be increased employees have no concept about Management Information System.

17 There are the things that are known and things that are unknown, and in between,
there are doors

Management Information System 201 1

Resources Companys website - www.ptcl.com.pk Company Annual Reports Magazine Business Economist Google.com Economic survey of Pakistan PTA Reports Wikipedia.com Blogged.com Yahoo.com MSN.com

18 There are the things that are known and things that are unknown, and in between,
there are doors