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Transcript of Management Information Syste
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Management Information System 2010
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 that’s 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 Informationsystems. 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.
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Management Information System 2010
Table of Contents
1 Introduction of Company 3-4
2 Purpose of Project 5
3 Information System 6-
13
4 Conclusion 13
5 Recommendation 14
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Management Information System 2010
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
After privatization their main focus is on productivity and customer satisfaction.
Currently PTCL is involved in following operations
• Voice and Communication
• Broadband
• IPTV Services
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Management Information System 2010
• 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.
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 theproductivity 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”
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Management Information System 2010
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 sharingknowledge, ideas, thoughts and experience. For this purpose Telecommunication plays
a vital role not only in communication but also in economic development. Due to
emergence of Information technology there is rapid change in telecommunication
sector.
In today’s world managers can’t 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
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Management Information System 2010
Information Systems
In organization different kind of levels are involved in management, there are
different information systems at different level of organization. Oneinformation system cannot provide all the information that’s 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
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Management Information System 2010
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 therequirements 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 operationallevel 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 solution then system itself calls back to the customer to
know whether the customer problem has been solved and has the customer been
satisfied or not.
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Management Information System 2010
Advantages of Computerized Fault Management System
Following are the advantages of using computerized Fault management System.
• Provide Costumer’s 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.
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Management Information System 2010
• 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 operational, Middle level, TopManagement. This system includes the following functions
• Franchise and Payphone Management
• Costumer Information
• Product Information
• Sales Management
• Order Entry
• Order Management
• Resource Management
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Management Information System 2010
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. PTCLemployees 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
• 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.
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Management Information System 2010
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)
• Completed (Completion of Process)
Resource Management
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Management Information System 2010
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.
• 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.
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Management Information System 2010
• 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
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.
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Management Information System 2010
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. PTCL’s engineers and
professionals are also being 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 PTCL’s 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.
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Management Information System 2010
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
• 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.
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Management Information System 2010
References
For successful completion of this project we have utilize different available
resources, from which we have obtain the required data. These resources lie
in both digital and analog form. Most of the information is obtain from
Internet, while a visit to company is also made to get further information. We
are thankful to company management who have welcomed and cooperated
with us. Resources, which we utilize, are as follow:
Resources
• Company’s website - www.ptcl.com.pk
• Company Annual Reports
• Magazine Business Economist
• Google.com
• Economic survey of Pakistan
• PTA Reports
• Wikipedia.com
• Blogged.com
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