INTERNET PROTOCOL OPERATIONS CORE

POLCA

PTCL –PAKISTAN INTERNET EXCHANGE

Qurat-ul-Ain JabbarNazia KhimaniWaqas SaqibSana FatimaMazher Akhter

Group Members:

Mission Statement:An organizational environment that fostersprofessionalism, motivation and quality.An environment that is cost effective and qualityconscious. Services that are based on the most optimum technology."Quality" and "Time" conscious customer servicesustained growth in earnings and profitability

POLCA-Planning

POLCA-Planning

Effective Decision Process:1- Identify the problem: Congestion in network. Running out of internet bandwidth. Customers were complaining about slow access to internet.2- Generate alternatives: In this case we had no alternatives

but to expand our network.3-Evaluate and choose an alternative: single option i.e.

expansion, but we had to evaluate what can be the outcomes.

4- Implement and monitor: Expansion is still in process, monitoring is supposed to be done through out the process and after.

Group Discussion was held during the whole planning.Planning Aids.Environmental Scanning and Forecasting (Quantitative

and Qualitative).Budgeting and estimating how much expenses can be

incurred & how much resources would be required.Scheduling being decided by group discussion with

various department (Transmission Dept. , Finance Dept.)

It was formal planning.Inclusive approach.

POLCA-Planning

Planning process

1- Review organization’s mission.2- Evaluate available resources: Human and

non-human resources.3- Determine the goals.4-Should be according to organizational

mission & goals.5- Write down goals and communicate to

concerned people.

Levels of Plans

Plans Taken by Time Span

Strategic Top managers

Long term

Tactical Middlemanagers

Intermediate

Operational First linemanagers

Short term

POLCA - Organizing

Responsibilities, Authority, Accountability is well defined to all the staff members of the department.

It is their duty to give timely feedback as well.

Assigning task to individuals.Making group of people doing similar task.Mechanisms of vertical & horizontal

coordination.

Building blocks of Pakistan Internet Exchange

Job Description:Managing IP/MPLS links. Post sales customer care/facilitation with cooperate

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

Grouping Jobs:Making groups of individuals who have to perform similar task.

Reporting Relationship:Tall organization.Reports to: Senior Manager (Internet Protocol

Operations)Distributing Authority:

Delegations are assigned to subordinates who have skills to perform task well.

Authority is centralized and decentralized as per situation.

CoordinationIP Ops has to coordinate with various departments , generally with transmission department & Corporate Customer Care (CCC).

Line & Staff positionsLine positionStaff position

Job rotation and job enlargement is doneMass production as it has to expand network

all over the country

POLCA - Organizing

POLCA-LEADING

Under every departments there are leaders who need to identify needs , attitude, personality difference as every one has different behavior.

Performance depends upon ability , motivation , and working environment

What makes PIE staff members motivated?

Safety need: Work place is safe and secureBelongingness need: There is friendly

environment in dept.Esteem need: Giving authority to people and

job title which provide their prestige, status need

Self-actualization need: Giving challenging tasks which develop their capabilities

McClelland’sLearned Needs

ERGMaslow’sHierarchy

Higher-Order Needs

Lower-Order Needs

Self-ActualizationEsteemBelongingness

SafetyPhysiological

GrowthRelatedness

Existence

PowerAchievementAffiliation

POLCA-LEADING

How leaders influence others to work ?

By using powers leaders either make people listen to him and do work according to standards or they will resist or they will be self-motivated and bring new ideas.

Coercive Power: Through fear of punishment e.g. late marking

Legitimate Power: Providing authority, position power.

Reward Power: Leaders keeps monitoring the performance, then reward accordingly.

Information Power: Access and control on information

Expertise Power: By appreciating to give expertise suggestion

Referent Power: Resulting from being admired

POLCA-LEADING

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

POLCA - Controlling

Control Process:Determine areas to control: The areas where network

expansion was made.Establish standards: Policies were made for strategic,

tactic, operational controlling to keep check and balance for not facing such issue.

Measure performance: Monitor actual performance.Compare Performance: Comparison of actual performance

with standardsRecognize positive performance: To motivate and give

rewards accordinglyAdjust Standards: Adjustments are required because

sometimes standards are high which become unattainable or vice versa

Controlling approaches in PIE

Bureaucratic ControlPower is centralized.Communication is top to bottom.Maintain standardized rules without getting

inputs from others.Organic Control

Control behavior of staff.Focus employees’ motivation. (extrinsic,

intrinsic)

Controlling approaches in PIE

Management Informative SystemReceive information.Control information.Disseminate information.