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ST

MAP 1

PROJECT REPORT
Batch 4 (ITR)

2016

Operations in Business Operation

SUBMITTED BY:

Daniyal Khalid

Management Associate (Batch 4) ITR


)

SUPERVISED BY:

Mahmood
Ahmed (SBM (Iba-II)-Islamabad)

Ali Hasnain

(BM Tarlai Division-Islamabad)

Babar Hayat (ABM Tarlai)


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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

PTCL is an abbreviated form of Pakistan Telecommunication Company limit. PTCL is


the main communication authority of Pakistan which is owned by government and
partly private company. PTCL has 2000 branches in whole country with the largest
landline structure in the region. The services afford by PTCL includes landline phone,
broadband services, EVO, EVO 3G, smart TV, V-fone and ufone mobile services as
subsidiary. The division of investment in company is 62% of government and 26%
owned by Etislat telecommunication under the privatization program run by Shokat
Aziz and 12% are sold to general public. PTCL is listed on Karachi, Lahore and
Islamabad stock exchanges. It was established to undertake the telecommunication
business which is carried on by Pakistan Telecommunication Corporation (PTC). The
business was converted to the company on January 1, 1996 under the Pakistan
Telecommunication (Reorganization) Act, 1996 at which date PTCL had to take over
all the properties, rights, assets, obligations and liabilities of PTC except those rights
transferred to National Telecommunication Corporation (NTC) , Frequency Allocation
Board (FAB), Pakistan Telecommunication Authority (PTA) and Pakistan
Telecommunication Employees Trust (PTET). Pakistan Telecommunication Company
Limited is the main provider of Telecommunication services in Pakistan. It owns a
substantial part of the telecommunication facilities and provides domestic and
international telephone services and other communication facilities allover Pakistan.

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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Pakistan Telephone & Telegraph:


The first step was taken towards PTCL was in 1962 when
Ayyub Khan Government decided to divide (PT&T) sector into two separate department
Pakistan post and Pakistan telegraph & telephone under the presidential ordinance. The
responsibilities were assigned to general manager and chief engineers and general manager
reporting directly to the director manager.
PTC Pakistan Telecommunication Corporation:
Corporate Pakistan Telecommunication Corporation on
December 5th 1990 the PT&T department converted into PTC as legal identity separate from
government. This corporation now responsible for all establishment maintenance and
operation of telecommunication sector telephone and telegraph telex. Date transmission
within country and establishment of international links.
Pakistan Telecommunication Limited:
Pakistan telecommunication Company Limited (PTCL) is a
company established to undertake the telecommunication business formally carried on by
Pakistan. PTCL was converted on January 1st, 1996 under Pakistan telecommunication
reorganization act 1996 according to which PTCL took over all the properties assets rights
and obligations of PTCL. PTCL is responsible for monitoring the telecommunication business
in Pakistan. It builds rules and regulation for private telecom companies such as mobile
phone companies, internet service providers, corporate sector companies and pay card phone
companies. PTCL provide licenses to the new companies in entering to this business.

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

Products & Services of PTCL


There are different segments of diversified services offered by PTCL:
WIRE LINE BUSINESS:
Broadband is an electronics engineering term often used to refer to
high speed Internet services. This is service which consists of Internet based that is faster than
phone-based and is always connected. DSL is one of the two leading technologies used to
provide broadband internet service. DSL broadband performed well with 32% annual increase
in revenues and crossing the 1.1million subscribers mark. According the ultra-high DSL
speed of 12 and 16Mbps were launched during the year moreover for creating the good will
for customers waiver of smart TV monthly service charges was bundled as a special offer
with 8 12 and 16Mbps broadband packages.
BROADBAND SERVICE:
Broadband is
internet
based service
at
high speed and without having to dial the ISP number. It is very fast medium of
information from the internet as soon as you switch on your computer. The term broadband
refers of the transmission
medium and its ability to transport multiple signals and traffic type at a time the medium can
be coaxial cable optical fiber DSL. PTCL broadband offers Wi-Fi services. PTCL internet
base WiFi service provides broadband connectivity using multiple devices such as Desktops,
Laptops,
PSPs etc in a wire free home environment. PTCL broadband is the fastest growing broadband
service provider in Pakistan.
SMART TV:
Now PTCL brings offer of smart TV for its customers its applications for PC
laptops. As now a day most of us spend most of our time on internet for studies or office
work in that case we do not want to miss our favorite programs and dramas. For this smart
TV helps us to download our favorite shows which we can watch any time. Even if we miss
out any show this application gives us a Re-run feature of 7days through which we can watch
any program at any time. Customer base of smart TV services witnessed a 113% growth.
PTCL enriched the services by increasing the number of channels from a 125 to 150 and
adding advanced features include catch-up TV.
EVO DEVICE:
EVO is the country first 3G hotspot in the shape of USB modem which
packs a built in Wi-Fi router which connect to up to 5 Wi-Fi gadgets to high speed internet at

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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

PTCL Customer Types


General customers:
These are customers who are basically general public who use
PTCL service. Some of them avail voice services and some uses data services. Customers
who avail voice service include telephone and call services at homes or offices they may be
domestic users or international users. Customers who are domestic users are simply use
telephone calls to their relatives, friends directly. On other hand international users are
connected through PTCL operators on both sides. Data service customers are those who are
connected through internet who use DSL and broadband services such as EVO smart TV.

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.

Projects in Management Associate Program


PTCL also came up with the new idea to give each management associate a project to work
on and to come up with new strategy to cope with the real time issues, which PTCL is
currently facing. Management associate program (MAP) Batch 4 has completed its half way
of journey with PTCL. I Muhammad Raza and I are working in Business and Operations for
the past 6-months and I was assigned the project titled Identification of Potential Areas for
Fault Reduction. I have spent a very good time by working with PTCL family in my first 6

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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:

Identification of Causes of Fault Occurrence


Identify the Areas of Improvement
Improvement using Own Resources
Customer Satisfaction
Business Sustainability & Growth

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:

Its a leading indicator of consumer repurchase intentions and loyalty

Its a point of differentiation

It reduces customer churn

It increases customer lifetime value

It reduces negative word of mouth

Its cheaper to retain customers than acquire new ones

1. its a leading indicator of


repurchase intentions and loyalty

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.

2. its a point of differentiation


In a competitive marketplace where businesses compete for customers; customer
satisfaction is seen as a key differentiator. Businesses who succeed in these cutthroat environments are the ones that make customer satisfaction a key element of
their business strategy. Not only can customer satisfaction help you keep a finger on
the pulse of your existing customers, it can also act as a point of differentiation for
new customers.

3. It reduces customer churn


An Accenture global customer satisfaction report (2008) found that price is not the
main reason for customer churn; it is actually due to the overall poor quality of
customer service.
Customer satisfaction is the metric you can use to reduce customer churn. By
measuring and tracking customer satisfaction you can put new processes in place to
increase the overall quality of your customer service.
If we you put an emphasis on exceeding customer expectations and wowing
customers at every opportunity. Do that for six months, than measure customer
satisfaction again. See whether your new initiatives have had a positive or negative
impact on satisfaction.

4. It increases customer lifetime value


A study by InfoQuest found that a totally satisfied customer contributes 2.6 times
more revenue than a somewhat satisfied customer. Furthermore, a totally satisfied
customer contributes 14 times more revenue than a somewhat dissatisfied
customer.
Satisfaction plays a significant role in how much revenue a customer generates for
your business.

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Successful businesses understand the importance of customer lifetime value (CLV).


If you increase CLV, you increase the returns on your marketing dollar.
For example, you might have a cost per acquisition of $500 dollars and a CLV of
$750. Thats a 50% ROI (return on investment) from the marketing efforts. Now
imagine if CLV was $1,000. Thats a 100% ROI(return on investment)!
Customer lifetime value is a beneficiary of high customer satisfaction and good
customer retention.

5. It reduces negative word of mouth


McKinsey found that an unhappy customer tells between 9-15 people about their
experience. In fact, 13% of unhappy customers tell over 20 people about their
experience.
Thats a lot of negative word of mouth.
It will affect your business and its reputation in market.
Customer satisfaction is tightly linked to revenue and repeat purchases. What often
gets forgotten is how customer satisfaction negatively impacts your business. Its one
thing to lose a customer because they were unhappy. Its another thing completely to
lose 20 customers because of some bad word of mouth.
To eliminate bad word of mouth you need to measure customer satisfaction on an
ongoing basis. Tracking changes in satisfaction will help you identify if customers
are actually happy with your product or service.

6. its cheaper to retain customers than acquire new ones


This is probably the most publicized customer satisfaction statistic out there. It costs
six to seven times more to acquire new customers than it does to retain existing
customers.

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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:

Use blogs to educate customers

Use email to send special promotions

Use customer satisfaction surveys to listen

Delight customers by offering personalized experiences

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Factors Affecting on Faults Occurrence


Man Power:
Man power is the most important factor for the fault reduction because it plays
vital role in competing a task or to tackle a fault that occurs in the system. A suitable number
to man power is needed if we need to run an organization very smoothly.
Example:
If we have less number of man power to perform a desired task or to correct
different faults then they cannot fulfill it, they will get tired and get fed up. If we have a large
number of man power for doing a task then it will be very awkward situation that whom you
are going to assign the task. If there is a fault which can be tackled by two men and you have
four people for that then it is going to become the cause of fight among all that which two
men are going to do the same task.
Remedy:
A moderate number to man power is much more essential as a working team.
The number of man power should not be less and not exceed to certain requirement.

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Customer Relationship Management:


As far as customer relationship management is
concerned it plays a vital role in fault reduction, fault registration and fault occurrence. If
public dealing and public relation is good then they are not going to complain or to cause a
fault or to react violently against the company. It is much more important for the reputation of
company and customer satisfaction. It is surely going to convince other people towards the
company to inspire them to get connected with PTCL.
Example:
If there is severe fault occurs then if you have good relation with the customer the he
is going to oblige that outage of service on contrary if it is not so then he going to get hyper in
this condition will use to abuse the company in most of the cases.
Remedy:
Our TPIs have to maintain a good relation with the customer and they have to
provide them better services.

Back end support:


To correct a fault in the field it is much more important to get timely
back end support by back end staff. If back end support is not present then no one is going to
perform in field because they do not have the necessary information which they require from
back end.
Example:
As most of us know that there are more faults in Broad Band and IPTV as compared
to PSTN. If a fault occurs in BB or IPTV then they require Username and Password from
back end, and Middleware as well in case of IPTV. If our TPI is sitting in the customers
premises and he is going to call and call to back end for above mentioned information and if
he is not getting response from back end then it will cause customer to such inconvenient
situation.
Remedy:
A great co-ordination and such a quick communication is required to meet the needs
in such circumstances.

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.

Technical Training of Work:


Our TPIs, salesmen and other technical and non-technical
staff should be aware of basic information of the system, configurations and offers that they
can satisfy customers.
Example:
Let have an example of TPI who goes to customer for fault rectification and there
customer asks him about the latest offers by PTCL if he is not aware to them then he is going
to suffer badly in that case.
Remedy:
Our staff should be properly trained and well informed about what is in the PTCL and
what is PTCL going to do.

Stakeholders & Impact on Departmental


Functional Objectives

Provision of Telecommunication services all over the Region.


Commitment to Plan, establish and maintain telecommunication services to all the
costumers in the region.
Acquire, promote and manage research and development.
Transfer of technology andsoftware development including manufacturing of
telecommunication equipment.
Enhance efficiency, improve quality and expand the system to meet customer
satisfaction and provide service on demand.

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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.

Suggestions for Improvement

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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