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MAP 1
PROJECT REPORT
Batch 4 (ITR)
2016
SUBMITTED BY:
Daniyal Khalid
SUPERVISED BY:
Mahmood
Ahmed (SBM (Iba-II)-Islamabad)
Ali Hasnain
ACKNOWLEDGEMENT
I would like to thanks ALLAH Almighty the most beneficent for giving me
ability, courage, capability and for enabling me to complete this project and for
my wonderful experience in Pakistan Telecommunication Limited (PTCL).
Management Associate program (MAP) Batch 4 has completed its half way of
journey. I am Daniyal Khalid, working as Management Associate in Business
Operations ITR (Tarlai Exchange), after completion of my first 6 months of
my training I am submitting this Project Report which I named as Operations
in Business Operation.
I have spent a very good time working with PTCL family and I hope that
coming half period of my work here will be more beneficial and enjoyable
experience.
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Table of Contents
1.
2.
3.
4.
5.
Introduction to PTCL
History of PTCL
Objectives of PTCL
Vision of PTCL
Products & Services of PTCL
a. WIRE LINE BUSINESS
b. Broad Band Services
c. Smart TV
d. EVO Device
6. Experience at PTCL
a. Tarlai Exchange Islamabad
7. Customer Satisfaction
8. New Telephone Connection Provisioning
9. Step Wise Approach
10.Complaints Management
11.Step Wise Approach
12.Copper Outside Plant Maintenance
13.Project Rebound
14.Pending Management
15.Conclusion
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Introduction to PTCL
History of PTCL
The history of PTCL is very old and before the independence the telecom sector was under
the Indian post. The role of telecommunication in Pakistan can broadly divided into four
pieces.
Pakistan Post & Telegraph:
In Pakistan the telecommunication service were handled by one department known as
Pakistan post and telegraph(P&T) this department started its services by having only 12346
telephones lines and seven telegraph office all over Pakistan. This department continuous its
work up to 1962 and adopted the government of India telegraph act 188 to control and direct
the activities of telecommunication.
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Objectives of PTCL
Pakistan Telecommunication Company limited states its objectives as under:
1. To provide quality services to its customers in Pakistan.
2. To provide maximum satisfaction to its customers by using the latest technology.
3. To increase the worth of owners.
4. To lead the telecommunication industry in Pakistan.
Vision of PTCL
To be the leading Information and Communication Technology Service Provider in the region
by achieving customer satisfaction and maximizing shareholders value. The future is
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unfolding around us. In times to come, we will be the link that allows global communication.
We are striving towards mobilizing the world for the future. By becoming partners in
innovation, we are ready to shape a future that offers telecom services that bring us closer
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one time. A mobile hotspot Wi-Fi like EVO provides its users with a personalize Wi-Fi
hotspot enabling uninterrupted connectivity with up to 5 Wi-Fi gadgets of internet packages
Business customers:
There are two types of business customers are carriers and
corporate customers. Carrier customers are other telecom companies such as Moblink, Warid,
Zong etc. PTCL provide its services according to their needs such as if in backward area
Warid want to facilitate its service but there are very few customers with long distance for
them establishing new infrastructure is very costly therefore they avail PTCL service
(infrastructure) or tower sharing in that area to provide service as PTCL has very large
coverage and very old company which have their infrastructure in those areas as well.
Corporate sector:
This is the sector involve banks government companys school
colleges OGDC etc. These companies avail PTCL services. Through satellites PTCL provide
services remote controlling services, providing cameras for security purpose or record
maintaining in hard disks of different companies are services provided to PTCL corporate
sectors. Dedicated lines for domestic connection are also provided to companies. Database
security facilities also provide them conference calls, multimedia chat etc.
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months of work and I hope that coming half portion of my work is going to be more
beneficial for my technical experience and also for the department. The main objectives of
my project are as under mentioned:
Experience at PTCL
During my journey with PTCL I got the work opportunity in Tarlai Exchange in ITR region,
which is one of the most amazing experiences I have ever had in my life.
Staff here is amazing and very supportive, they provided me a good environment to learn and
to grow.
I would always be thankful to my seniors specially Mr Ali Hasnain (BM Tarlai Exchange)
Mahmood Ahmed (SBM Iba-II) and Babar Hayat (ABM Tarlai)
I would also like to Thank my Engineering Supervisor Mr Muhammad Khurshid, he has
been a great support, and to all my field staff and operators.
I hope we will have a great time ahead too for the betterment of this Organization and
ourselves.
Currently I am working in Site-II exchange on Pilot Project
under the supervision Mr. Adeel Cheema (Business Manager). Pilot Project is going to give
direction towards the new era of telecommunication because here we are going upgrade our
system to provide internet speed up to 100 Mbps. I get assigned the challenging task which
our Project manager feel that here is the point of concentration and here more man force is
required on priority basis.
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Customer Satisfaction
Most Important Responsibility of any Professional Related to Business Operation Department
is Customer Satisfaction, because it provides Managers, Marketers, Business owners
and even Field Staff with a metric that they can use to manage and improve their
business.
Here are the top six reasons why customer satisfaction is so important:
consumer
Customer satisfaction is the best indicator of how likely a customer will continue to
seek the Services of Organization or will make a new Purchase in the future. Asking
customers to rate their satisfaction on a scale of 1-10 is a good way to see if they will
become repeat customers or even advocates.
Any customers that give you a rating of 7 and above, can be considered satisfied,
and you can safely expect them to come back and make repeat purchases.
Customers who give you a rating of 9 or 10 are your potential customer
advocates who you can leverage to become evangelists for your company.
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Scores of 6 and below are warning signs that a customer is unhappy and at risk of
leaving. These customers need to be put on a customer watch list and followed up
so you can determine why their satisfaction is low.
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If that stat does not strike accord with you then theres not much else I can do to
demonstrate why customer satisfaction is important.
Customers cost a lot of money to acquire. You and your marketing team spend
thousands of dollars getting the attention of prospects, nurturing them into leads and
closing them into sales.
Why is it that you then spend little or no money on customer retention?
Imagine if you allocated one sixth of your marketing budget towards customer
retention. How do you think that will help you with improving customer satisfaction
and retaining customers?
Here are some customer retention strategies to get you thinking:
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Hardware Network:
Hardware is also responsible for the fault occurrence as if system is
copper based then there are more nodes and check points so there are more chances of faults.
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If there are more MSAGs are installed then most of the network is fiber based then less
chances of faults and services are better too.
Example:
The areas in which copper based network is in excess they suffer more with DSL
issues and IPTV. They have a lot of limitation for availability of high speed internet and
IPTV.
Remedy:
Copper based network should be replaced by fiber based system. It will cause the
system to reduce the faults and the system will be robust. Fiber based network also supports
very high speed internet as PTCL has provided up to 100 Mbps internet by eliminating MDF
and converting the all network on MSAGs.
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Create congenial climate for binding of human skill and horizon of employees
through training and education.
Strengthen relation with foreign international administration and services.
Expand costumer awareness to all the value added services of PTCL.
Have vast infrastructure and real estate which can be leveraged further.
Global connectivity reliability should be improved further.
PTCL expanding the long distance and infrastructure side through spreading out two
sea-me-we submarine cables, This process will take its services to the next level.
Partnership with new entrants in deregulated environment.
Scope for efficient cost effective operations.
Conclusion
Overall PTCL still behaves as an monopoly. All other cellular companies use PTCLs
underground cable network for the towers inter connectivity.
System of E-Billing already exists in PTCL network, but we should also take some
initiative about on-line bill payments.
Complaint center should be made more efficient, so that the relevant exchanges
should be able to clear their complaints with-in their KPI.
PTCL should lower their package prices in order to increase the sale and maximize its
profit.
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