Objectives (cont.d) • Re-engineer & re design • BPO • B-to-B & B-to-C • Procurement system • CMM & ISO • Recommendation • Conclusion
History & Background • Initiator in Pakistan in 1991. • Start with digital service. • Covert in GSM in 2004. • Currently is in 22 cities of Pakistan. • Basic focus is customer satisfaction. • Now is growing very fast.
Value added services • Call center - to handle high-volume of inbound or outbound calls and provide services, including customer support, operator services, directory assistance, and outbound telemarketing • Can be use • -telemarketing, sales, customer support -may contain a few or hundreds of agents • Infrastructures, computer supports and well trained human resources.
Value added services• In paktel - two call center, Karachi &Lahore - 100 agent in Karachi & 50 in Lahore. - 24 hours service.
Value added services• PIN & PUK -use in when switch on mobile, 0000.for three time. if more punched,sim block. - can get puk from call center
Value added services • International SMS -facility of international SMS method is • Write your message • Enter recipient’s number as described below: • (00)(Country Code) Subscriber Number) • Send
Value added services• Conference calling: -can talk two different people. -place one call after online dial second.
Value added services • Call waiting: - aware you about new call during first call through beep and CLI. -if you want replace hold first and check new, if not will divert to mail box. • Activate:* 43 # (One Time) • Deactivate:# 43 #
Value added services • Voice mail -use if you are absent or mobile is switch off,meesage will go to Paktel mail box. • No activation charges • No monthly charges • Rs. 1.5 per message retrieval
Value added services• Call forwarding: -if you are absent or switch off your mobile will divert to another no.
Value added services• Caller line identification: - can know the no. of caller before attending. and name if you stored.
Value added services• Feed back - paktel also get fed back from Customers through internet.
Hardware infrastructure of Paktel• Paktel is using• Intel base as server for windows• Acquire UNIX server for Linux operating system but still is not in use.• Solaris server.• HP for Client and monitor of Philips and Samsung• Sun for sun financial
Hardware infrastructure of Paktel• For HR dept: – Intel based servers – hp and dell computers.
Software infrastructure of Paktel• Oracle server engine for database.• Oracle developer.• Windows XP professional.• Windows 2000 for server.• Windows 2000 professional for clients.• Office XP
Involvement in information system development• In IS development - according to need they develop there system, like going to develop CRM and think about ERP.• Recommendation: - must develop procurement system to save time. - must develop IS to connect with franchisee, and develop marketing system.
Information SystemFramework• Hared wares:• Intel base as server for windows• Acquire UNIX server for Linux operating system but still is not in use.• Solaris server.• HP for Client and monitor of Philips and Samsung• Sun for sun financial
Information System Framework• Oracle server engine for database.• Oracle developer.• Windows XP professional.• Windows 2000 for server.• Windows 2000 professional for clients.• Office XP• Acrobat reader.• MacAfee antivirus.• VB.Net
Information systemcomponents• people: -facilitating to people with the help of web site.• End user: - well train.Specialist : - ability to develop any type of system including ERP.
Information systemcomponents• Hardware resources:• Intel base as server for windows• Acquire UNIX server for Linux operating system but still is not in use.• Solaris server.• HP for Client and monitor of Philips and Samsung• Sun for sun financial
Information systemcomponents• Software resources:• Oracle server engine for database.• Oracle developer.• Windows XP professional.• Windows 2000 for server.• Windows 2000 professional for clients.• Office XP• Acrobat reader.• MacAfee antivirus.• VB.Net
Information system components• Data resources: - have own database ,on any time can access. about customer.Net working: -LAN, WAN - star topology -intranet by management(e-mail,can access selected employee. by emmploy( can access about their relevant job)
Information systemcomponents• Extranet: -for suppliers -for stakeholders
Strategic IS with their value chain• Add value to its products and services as follows• Products , sim (cad, cam)• Services - using different logistics to add value by providing good services, using• Inbound logistics• Outbound logistics• Just In Time(JIT)
Database management system• Two type of database -User database -Billing system database• Total size 500GB,ability 10000 transaction /sec.• Located in Islamabad.• using by the following departments -Purchase department -Marketing department -Human resource department
Databasemanagement system• Tool: -Oracle self developer used for user data base -VB.Net used for system linkage to database
Data Warehouse• RFI generated from related person to IT dept.• Reports generated for decision making purpose.Recommendation: -Should adopt proper system like Mobilink.
Terminals• Nodes and Links created for connectivity between network and terminals.• Different Links supported to flow of data, voice and videos from one node to other.• Input/output devices used to transmit or receive the data.
TelecommunicationProcessors Devices used to• support data transmission and reception between terminals and computers in following manners. - convert data from digital to analog and back. - control speed, accuracy and efficiency.
Cont…(Devices)• Voice Chip: - microelectronic device to store messages in digital form.• Modems: - to convert digital (data) signals to analog and vice versa.• CSU/DSU: – Channel Server Unit/Digital Server Unit – to terminate telephone company equipment and – to prepare data for router interface.
Cont…(Devices, Tools and Techniques) Supported by different tools and teqniques To transfer, • Video • Data • Voice *Optical Transfer Methods (OTM) * Packet Switching * Asynchronous Transfer Mode (ATM) * Switches of ZTE.
Computers Mainframe Computers: - used as a host computer - data collect from electronic equipment. • NEC SX4 • Fujitsu M1600 Midrange Computers: - used as a front end processor • SUN sparce Micro Computers: - used as network server - for further processing • Sun Servers • Fujitsu DS90s
Telecommunication Control Software To control all the functions and processes in telecommunication network. • Sag Logic Software: - to control voice, data and wireless - to shift billing formats, locations and users. - for switches, circuits and policies. - to control inventory, usage, capacity, over charges and credits.
Cont… • BM 6.0 software: - to improve business performance. - to reduce cost. - to get control over business processes. - to increase revenue.
Recommendations• They need professional from recipients to manager.• They should provide proper working environment.• They should also adopt a customize software in the place f ERP because their setup is not very big.• They should also adopt CRM to attract, retain the customers.• They should also expand their network coverage as soon as possible./• They should also work on to provide Web sms service on GSM network.• They should also improve business to business network and also expand it, and also improve their Business to customer commerce.• They should also adopt procurement system and need of supply chain