HISTROY AND BACK GROUND

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History & Background

CHAPTER-1 HISTORICAL BACKGROUND

INTRODUCTION & BACKGROUND:

PAKTEL Limited is the leader in terms of coverage,

network quality, customer services and value added services.

It is currently offering its cellular services in 22 cities

of Pakistan. At present it is the fastest growing cellular

network in the country accompanied by the highest growing

customer base. It is a company that believes in providing

only the best to their customers.

PAKTEL's customer focused policy is what makes the company

better than others. They are always striving to give their

customers the services they deserve.

WHY PAKTEL:

PAKTEL offers an impressive array of useful services with

real utility, designed to make life easier and communication

more powerful. Lets take a look at why PAKTEL's services

offer greater value for money and why so many have already

subscribed to them.

PAKTEL’s mission is

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Plain & Simple

…Our Customers Come First!

Being the first and foremost cellular company in Pakistan

and the preferred choice of Customers, PAKTEL offers the

very best in voice communications. Care is their tradition

they keep a constant watch over its customers and to guide

them with PAKTEL services our 24-hour Customer Service Staff

is just one call away from its customers.

They value customer support and are constantly striving to

serve them with the highest level of Value Added and

Customer Services, as part of PAKTEL’s ongoing Customer

Satisfaction Program.

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PAKTEL AND MIC1 (Millicom International Company)

makes it aware of the changing market trends and customer

needs. Either it needs to change its research organization.

Or its strategy for if Neilson did their Job right in

identifying what the consumer so desperately required, why

PAKTEL persisted in pursuing in exact opposite.

1 Parent company of Paktel

Strengths:

PAKTEL has the following strengths:

1. first mobile company in Pakistan

2. The Organizations main strength is that they have

prestige to its customers. It’s a totally customer focused

organization.

3. The quality of service is improving day by day. It has

a well-trained Workforce. PAKTEL has a very qualified base

of employees who are skilled in their areas of work and have

proved their competence 4. The 4. research department

is well equipped and has highly skilled researchers.

1. The company has targeted the class of customers that

was previously being neglected by other cellular

2. operators. Therefore it has been able to develop a

niche of low-income mobile phone users.

7. PAKTEL is offering its products and services at a price

that is making it difficult for other cellular operators to

offer. Thus it has the strength of having the lowest prices

being offered in the market.

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With the first cell phone operation PAKTEL had an enormous

branding leverage. Almost all practitioners and academics

agree being there first is the single most integral and

inextricable part of the branding process. It renders the

some natural advantage of scoring more runs in a career if

one opens the batting over the one who comes at NO.10

8. PAKTEL has the largest network then any other company

has in Pakistan

Weaknesses:

1. Well-established in GSM technology competitors already

exist in the industry.

1. As the company is new in GSM technology it has yet made

large investments. It will take some time before it

starts generating profits

2. PAKTEL is not spending too much on advertisement

3. PAKTEL has to go through the stages that these

companies have already completed

Opportunities:

1. Improvement in technology has enabled PAKTEL to provide

quality services.

2. Consumers attitude towards the mobile services have a

positive impact on the company, as they demand quality

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bureaucratic structure technology that almost went absolute

in the stone age,

UFONE caught PAKTEL comfortably sleeping with the research

reports in their face and entered a market segment virtually

unoccupied with the largest growth potential.

ANALYSIS OF CUSTOMER

services from PAKTEL.

3. The target market has vast potential.

4. The target market is largely untapped.

4. There are very few competitors, in reality only two i.e.

Mobilink and U-fone

5. PAKTEL can become a market leader in a very short time

period.

7. PAKTEL can enter areas in which there is little or no

development and become a leader through providing innovation

and entering these areas before its competitors.

8. PAKTEL has the opportunity of being able to capture

potential customers who have not been targeted as yet

by its competitors.

THREATS:

1. The biggest threat that PAKTEL faces is that the PTCL

monopoly will be broken in 2005. This will result in new

competitors entering the telecommunication industry

accompanied by new competitors in the cellular industry of

Pakistan.

2. There are several Govt. regulations and laws that the

company has to consider and abide by, which sometimes may

lead to delays and inconvenience.

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PAKTEL’s total outlook is in one word “Customer Oriented”.

Following this they pay special attention to

Types of customers

What customers expect

What present image of mobile services exists in

their minds?

Types of customers included analyzing such facts as how many

people already use mobiles, how many desire to be able to

access such services and what income group level of

customers could be turned into mobile phone users.

What customers expected cover the idea of bringing to

surface how the present market viewed the mobile i.e.

In terms of status symbol

In terms of an affordable commodity.

3. There are competitors that are already established in

GSM technology

4. The unstable economic conditions create problems as

well as the company’s investment decisions are affected.

5. The political instability and changing Governments make

it difficult to comply with the changing Govt. Policies.

6. PAKTEL faces consistent and intense competition from

its competitors through innovation and price along with the

variety of packages and services being offered. This results

in a continuous threat of the competitors grasping market

share from PAKTEL.

7. Increased customer awareness has made it imperative for the company to maintain quality of service otherwise the company can lose its customers

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PAKTEL conformed to the fact that in the market mobiles were

luxury item meant to represent a typical class of society

and as a result of customer analysis PAKTEL set out to break

down the existing image and bring about a more positive

attitude in terms of mobiles and its services.

In such circumstances PAKTEL was striving to launch their

mobile communication services under the slogans of

affordability “is say sasti sirf khamooshi”.

Making a biased customer ready to push back his previously

conceived notions and adapt to a whole new set of ideas is

not an easy task to barriers, which stood in their way, were

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VLUE ADD SERVICES

Value added services:

Call centre:

A Call Center is a sophisticated voice operations center

that provides a full range of high-volume, inbound or

outbound call handling services, including customer support,

operator services, directory assistance, multilingual

customer support, credit services, card services, inbound

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and outbound telemarketing, interactive voice response and

web-based services10.

A call center can be used for telemarketing, sales, customer

support, or center may contain a few or hundreds of agents

who handle calls to relay business information. Call center

consists of a complex of

Telecommunication infrastructures, computer supports and

human resources organized to manage effectively and

efficiently the incoming and outgoing telephone calls of a

given organization. The activity of a call center is

performed chiefly by skilled operators who, using telephone

and computer, interact with the exterior making or receiving

calls to manage various services.

((10 Source: www.firstdata.com/abt_gloss_C.jsp;www.cashflowspecialistsinc.com/glossary/Settttiing Up Callll Centters iin Pakiisttan Page 12 off 43

A Guiide ffor Locall Enttrepreneurs and Busiinesspersons)

In Paktel they say taht All Your Needs are Just a Call Away

Simply call 111-222-111 from a landline or 304 from Paktel

GSM mobile to access our Call Centre.

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Paktel’s state-of-the art, toll free call centre is equipped

with the most sophisticated technology in Pakistan. However

that is not cutting edge. It is well-trained and cordial

staff present round-the-clock to assist you with all your

cellular needs whenever and wherever you need, that makes

Paktel Call Centre so special.

Personal Identification Number(PIN) & Personal/PIN Unlocking Number(PUK)

Paktel provides added security to our valuable subscribers.

Whenever you switch on your mobile, feed in the Personal

Identification Number(PIN) code 0000.

If an incorrect code is punched you will be required to

punch in a Personal/PIN Unlocking Number(PUK) code. You can

request for the PUK code from Call Centre by dialing 111-

222-111 or visiting your nearest Paktel Sales &Customer

Services Centre.

You can change your PIN code(from your handset) whenever you

want for added security. Paktel PIN & PUK Codes-another

Value added feature – introduced by the pioneers of Cellular

Industry in Pakistan

International SMS:

Paktel GSM mobile connection is the most powerful

communication tool in your hand. Want to stay in touch with

your loved ones living abroad, want to wish your dad,

brother working in the U.S, U.K, or Saudi Arabia…. You can

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do all that with Paktel GSM International SMS. Its procedure

are very simple to send SMS internationally that are as

follow

To send an international sms, please follow the simple

steps:

Write your message

Enter recipient’s number as described below:

(00)(Country Code)(Subscriber Number)

Send

Country Codes:

Conference Calling:

Paktel GSM mobile is meeting room. With Conference Calling

you can talk to two different people on two different

numbers at the same time. It's just like having a meeting on

phone, saving your precious time and money.

Its method is

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Place first call and wait for the answer, while the first

call is on the line, dial second number and press send/yes

Press 2 send/yes to alternate between two callers

Press 3 send/yes to have a three party conversation

Press 1 send/yes to release the active party, or simply

press end/no while talking to the party you wants to

release.

Call Waiting / Call Hold

Now you never have to miss an important call. If you are

already on a call and someone else calls you, your phone

will indicate through a beep and CLI that another caller is

trying to reach you.

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You can then choose to place the current caller on hold and

answer the new call. If you choose not to attend the call it

will automatically be diverted to your Voice Mailbox.

Activate: * 43 # (One Time)

Deactivate: # 43 #

How to Toggle between 2 Calls?

Press 2 send/yes to alternate between two callers

Press 1 send/yes to release the active party, or simply

press end/no while talking to the party you wants to

release.

Voice Mail

Paktel GSM offers you Voice Mail services. Whenever you are

unable to attend a call, your caller can leave a message

with Paktel GSM Voice Mail.

So now you can relax because even if your phone is switched

off, in use or out of a coverage area, callers are directly

diverted to your Paktel Voice mail facility where they can

leave a message.

Voice Mail is your one stop solution:

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No activation charges

No monthly charges

Rs. 1.5 per message retrieval

Call Forwarding:

Call Forwarding allows you to divert your incoming calls to

another Paktel number,

when your mobile's off, unreachable or you don't want to be

disturbed. For details please call 304 from your Paktel GSM

mobile.

Caller Line Identification

Caller Line Identification enables you to see the number of

the caller on your mobile screen before you answer the call

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This way you can identify the caller and choose to either

attend or ignore the call. With most handsets, the name of

the caller is also displayed if you have it stored on your

handset. The power of communication is in your hands.

Feedback Paktel is also taking feed back from customer on web through

they ablw to know the need of customers and able to satisfy

the customers

The form of customer as follow.

Your Name:

Your E-Mail:

Mobile Number:

Subject:Priority:

Your Comments:

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Hardware infrastructure of Paktel

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Hardware infrastructure of Paktel:

Paktel is using different types of software and hardware

that are essential part to develop and run any information

system.

Some hardware’s are as under,

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 Linux

Harware using in Human resource Department:

Intel based servers

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hp and dell computers.

Software infrastructure of Paktel:

Some software’s are as under.

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

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Involvement in information

system development

Involvement in information system development:

Flow of information from one end to other end by the

combination of hardware, software’s and people.

As the case of their involvement in information system

development they see their need and develop different

systems, for example now their customers are going to

increase they are moving toward the development of CRM and

to save the time they are thinking to develop ERP and

procurement systems.

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If we compare it Mobilink its involvement in development of

information systems are very low than Mobilink.

They must develop a system that links them to their

franchisers because they only provide them simple login to

franchiser on internet

.

They must develop their procurement system to save time and

cost and also develop marketing system for best marketing

strategies.

If we see in market there are now many players that can kick

out it from market on the bases of technology and good

services so they must put their effort on development of CRM

which is basic strategy or tool to satisfy the customers.

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Information System

Framework

Information System Framework

Information system frame work contain the combination of the

software and the hardware which are as follows

Hardware infrastructure of Paktel:

Paktel is using different types of software and hardware

that are essential part to develop and run any information

system.

Some hardware’s are as under,

Intel base as server for windows

Acquire UNIX server for Linux operating system but

still is not in use.

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Solaris server.

HP for Client and monitor of Philips and Samsung

Sun for Linux

Software infrastructure of Paktel:

Some software’s are as under.

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

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Information system components

Information system components

People:They are facilitating to people with the help of web

site to provide best communication quality to its customers

and they are also providing the facility of on line billing

system through which a customer could easily activate its

account without going any where with the help of credit

card.

End users: They are providing a best facility to their

customers by providing them the GSM Sims.

Specialist: They have full IT department for the development

of their softwares and also to solve any problem in their

software including development of ERP.

Hardware resources: Their hardware resources include

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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 Linux

Software resources: Their software resources includes

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

Data resources:

To manage the data effectively they have the data base

management system. They have full record in this database

system and whenever any one whether customer or any manager

needs any information he concerned with this data base

management system and with in no time he gets the data.

Networking:

For the communication purposes the networks which they are

using are the LAN, WAN and the topology which they are using

is the star.

Also they are using the

Internet

Intranet

Extranet

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Internet:

Internet facility is availing by the customers in the shape

of their website and also providing the facility of free

messages through their website to their customers.

Recommendations:

They should provide the following facilities to their

customers as the mobilink is providing through internet

Online billing facility

Customer to customer mobile selling facility

Online banking facility

Intranet:

By management

By employees

By management:

Information about any decision that has been taken by top

management it flows through intranet to all their offices by

using e-mail. The excess of this e-mail could be access by

the employees of the organization. The employees are

allotted username and password through which they could

access the intranet of the Paktel.

By employees:

Employees can excess over their related information about

their jobs profile from any where of the world by using the

unique password which are given to them by the organization.

Extranet:

For Suppliers

For Other stakeholders

Suppliers

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For the linkage between suppliers and the company they are

using extranet. With the help of extranet all the processes

of purchases and other transaction are done through this

system and now no need to go and wait for the delivery

simply with in no time could easily interact with the

suppliers.

Other stakeholders

Also for the linkage with their customers and other

stakeholders such as competitors and shareholders they are

using the extranet. Organization is providing information to

its shareholders step by step and with the help of extranets

now shareholders could see the information easily.

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Strategic information system with their value chain

Strategic information system with their value chain

They are doing as such basic activities that add value to

its products and services as follows

Products

Services

Products

The product of Paktel is sim and to add value in their

product they are using following techniques

CAD

CAM

Services:

To provide excellent services to their customers to add

value in their business they are using different logistics

Inbound logistics

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Outbound logistics

Just In Time(JIT)

Recommendations

They should use following techniques to add value in their

business and to provide on time best services to their

customers are as follows

Computer aided engineering

On line market place for a firm `s suppliers

Just In Time warehousing system to support in bound logistics

Database management system

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Database management features

For the purpose of managing their data base and for

effective decision making they are using

User database

Billing system database

Total size of database in paktel is about 500 Giga Bytes

that can retrieve 10000 records per second.

The entire data base centrally located at the head office of

Paktel in Islamabad and all the other main offices located

at Karachi and Lahore can access the entire data base from

head office by using Data Base Management System (DBMS).This

data base is using by the following departments

Purchase department

Marketing department

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Human resource department

Advantages of DBMS

The main purpose to manage data base system is to avoid the

security risk and the only related departments can easily

access from the data base .

Tools

Oracle self developer used for user data base

VB.Net used for system linkage to database

Data Warehouse

They are manually using the relevant data from data ware

house.

The manually process run through generating RFI (Request for

information) from related person to IT department then the

information provided to the relevant person by IT

department.

Recommendation:

In Mobilink the access to the data ware house is directly

access by any person through password. Every person in the

organization have the computer through which he can access

to the data warehouse.

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Telecommunication Network

Model

Telecommunication Network Model:

The telecommunications network - the largest and most

complex technical system that makes up a substantial part of

a country's infrastructure and is vital role in any

telecommunication service provider company’s network.

Every company provides relevant telecommunication services,

based on the telecommunication network.

We will describe the telecommunication network model of

Paktel and other competitive companies in the following five

heads.

1- Terminals:

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With the help of Nodes and Links that has been created for

connectivity between network and terminals.

In this network information travel from one node to other,

that supported by different links including optical fiber

methods.

2- Telecommunication Processors:

By telecommunications we mean here all processes that render

it possible to transfer,

voice,

data and

video

with the help of some form of electromagnetic system,

including optical transfer methods.

A special technique called packet switching has been

developed to expand the degree of utilization in data

networks when traffic sources ( computers) are only

sending satellite information.

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Each data traffic packet has an address that controls the

switching process in the exchanges. (Nodes)

Asynchronous Transfer Mode (ATM) technique is used for

packet switching.

To create link and integration between network, Paktel is

currently using the switches of Chinese telecom. Co. ZTE.

Those are outsourced.

3- Telecommunication Channels:

For the purpose to interconnect the other components of

telecommunication network, Paktel is using following

channels, that are.

Microwave

Satellite

Fiber Optics

Those help to create interconnectivity in efficient manners

between other components of network.

4- Computers:

Mainframe /as host computers

Data collected from electronic equipment such as the Weather

Satellite Receiving System, Weather Radar and the automated

Rainfall Collection System are also being sent to the

mainframe computer and Sun servers for further processing.

NEC SX4 Fujitsu M1600 mainframes

Midrange computers / as Front-end processors SUN sparcs

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Microcomputers / as network server

For further processing different kinds of micro computers are used to act as front end processors. Sun servers Fujitsu DS90s

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5- Telecommunication Control Software:

For the purpose to control all the functions and processes in telecommunication network, different software is used as;

SageLogic software:

For Voice, data and wireless. Multiple carriers, devices and

locations. Shifting billing formats, locations and users.

Switches, circuits and policies. Inventory, usage, capacity,

over-charges, credits and contract compliance.

BM6.0:

BM 6.0 (Business Manager 6.0) software is developed by Savvion software developers

that improves business performance and reduces costs within

and across functional business units.  Savvion is the first

provider of enterprise business process management solutions

to fully address the complete business process lifecycle

from process modeling and simulation through deployment to

process optimization.  Through this unique lifecycle

approach organizations can get control of their business

processes while reducing costs and increasing revenues.

Recommendations for Paktel:

Paktel should use terminal devices as to meet international

standards and to provede interruption free services as well.

Input / Output Devices:

The basic "hardware" components of a digital computer are

the central processing unit (CPU), the memory system and

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input-output devices. The registers, the control and the

arithmetic logic unit of the CPU are linked with the memory

system and the input-output device by a data bus; that is, a

group of wires that allows the memory, the CPU and the

input-output device to exchange signal bits, bytes or words.

Where time is a factor, as in local processor 11, associated

therewith is a real time clock. In practice, the computer's

power supply may have a battery pack back-up so that the

power remains uninterrupted should the supply fail. Computer

memories may include a local lithium battery so that the

memory is nonvolatile and will continue to store data in the

event of a power failure.

Voice Chip:

The voice chip may be any commercially-available

microelectronic device in which the messages are stored

therein in digital form and when read out are converted into

audio signals by a digital-to-analog converter. Thus all

components which in combination make up the system are

commercially-available; hence the overall cost of the system

is relatively modest.

Modem:

A device for converting digital (data) signals to analog

and vice versa, for data transmission over an analog

telephone line.

CSU/DSU:

Channel Server Unit/Digital Server Unit. A device used to

terminate telephone company equipment and prepare data for

router interface.

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DSS & EIS

DSS (Decision Support System Of Paktel)

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Decision Support system of Paktel helps the managers to take

decisions and also it is helpful to see the financial

position of the Paktel.

Paktel is using SUN FINANCIAL in the finance department to

take effective and efficient decision related to finance. In

this SUN FINANCIAL they generate the reports of the finance

and then through intranet they send the reports to the top

management to take necessary decisions.

EIS (Executive Information System)

After receiving the reports generated by the

different departments they make decisions and then send the

decision to the relevant departments

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Cross functional system

Cross functional system:

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Suppliers

In Paktel the cross functional system is based on

the steps. The first step is request generated from

the company, secondly Approval is made on the

request and the third step that they calls to vender

and ask them to submit their quotations on the given

date by the Paktel and then after receiving the

quotations the last step is Purchase department of

Paktel makes decision on the favorable quotations

deposited by the vendors.

Tools

They are using ML580 Information system to integrate

with their suppliers. It is a server based

information system.

Software

They are using oracle 11i software to support their

information system in sharing the information with

their suppliers.

How venders receive the information and request of

quotations:

The vendors receive the information and request of

the quotation by the organization through mails.

CRM (Customer Relationship Management)

Paktel do not contain CRM in their operations but

they are using alternatives such as they are using

customer care system and also they have billing

system for the facilities of their customers. In the

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billing system they have very interesting thing

which differs them from other services like Ufone

and Mobilink like if some one calls to the Paktel

user the long time he will call the more money will

be included in the account of the customer.

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CRM

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Auto responders as CRM:

Paktel is not currently using CRM technique to connect with

customers and solve their problems they are using auto

responders in their call center that are located at

Karachi

Lahore

Tools:

They are using ZR chi as a tool in the auto responders they

are also providing customer facility of sms services through

Instaphone.com

Paktel.com (for only digital)

What is CRM and what are its benefits are as follow, before

adopting Paktel must think about following measures

Customer Relationship Management - CRM

The generally accepted purpose of Customer Relationship

Management (CRM) is to enable organizations to better serve

its customers through the introduction of reliable processes

and procedures for interacting with those customers.

In today's competitive business environment, a successful

CRM strategy cannot be implemented by only installing and

integrating a software package designed to support CRM

processes. A holistic approach to CRM is vital for an

effective and efficient CRM policy. This approach includes

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training of employees, a modification of business processes

based on customers' needs and an adoption of relevant IT-

systems (including soft- and maybe hardware) and/or usage of

IT-Services that enable the organization or company to

follow its CRM strategy. CRM-Services can even redundantize

the acquisition of additional hardware or CRM software-

licences.

Major areas of CRM focus on service automated processes,

personal information gathering and processing, and self-

service. It attempts to integrate and automate the various

customer serving processes within a company.

There are three parts of application architecture of CRM:

operational - automation to the basic business

processes (marketing, sales, service)

analytical - support to analyse customer behaviour,

implements business intelligence alike technology

Cooperational - ensures the contact with customers

(phone, email, fax, web...)

Improving customer relationships

CRMs are also claimed to be able to improve customer

relationships . Proponents say this can be done by:

CRM technology can track customer interests,

needs, and buying habits as they progress through

their life cycles, and tailor the marketing effort

accordingly. This way customers get exactly what

they want as they change.

The technology can track customer product use as

the product progresses through its life cycle, and

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tailor the service strategy accordingly. This way

customers get what they need as the product ages.

Technical functionality

A CRM solution is characterised by the following

functionality:

scalability - the ability to be used on a large

scale, and to be reliably expanded to what ever

scale is necessary.

multiple communication channels - the ability to

interface with users via many different devices

(phone, WAP, internet, etc)

workflow - the ability to automatically route work

through the system to different people based on a

set of rules.

database - the centralised storage (in a data

warehouse) of all information relevant to customer

interaction

customer privacy considerations, e.g. data

encryption and the destruction of records to

ensure that they are not stolen or abused

Setting up a framework for CRM

When you start setting up your CRM segment for

your business you first want to see what profile

aspects you feel are relevant to your business.

Which information will provide you the keys to

serve your customers in the best way possible? You

can look to your financial history for this

information what would you have liked to know

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about your customers in the past? What would have

been the effects? And what information is not

useful? Being able to eliminate unwanted

information is a big aspect in implementing your

CRM systems

One idea is to keep in mind of who you are thinking of, you

want to be more extensive on your information because these

are the high-margin customers. While you still want to keep

you ?low-margin? customers in mind you may not want to be so

extensive in your relationships with them.

Recommendations

They should use Inventory Control system in CRM.and it

should be self designed.

Features of Inventory Control System:

Efix and CRM both are combine

CRM based on Digital Certificate

Why the competitor of Paktel is using CRM:

Because if anyone account is block or anyone wants to

change the dial number then Mobilink can do this with

the help of this system.

If anyone forgets his password or anyone’s sim blocked

due to any reason this software helps their customer to

break the password.

Internally they are using Epoint.

Modules of CRM:

They have three modules of Oracle Fix

They have the module of Procurement.

Note: A module which they are using is internally purpose

not as a whole.

ERP (Enterprise Resource Planning)

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Still the ERP in Mobilink is not completed yet and they are

doing some modification. And they have outsourced from

Oratech.

Currently they are using three modules of ERP which are :

HRMIS ( Human Resource Management Information System)

Finance

Procurement

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Paktel Experts System

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Paktel Experts System:

The calls centers of Paktel are used as an expert system.

The feature of this system is that automatically answer

the questions of the end users (customers).

They have 2 call centers located in Karachi and Lahore.

In Karachi center they have 100 agents that are fully

train that they can satisfy every kind of customer, same

as Lahore they have 50 agent on their centre.

They are using ZRG application for the auto respondent

through call centers. This application is also used

for connectivity with Islamabad.

Recommendations:

Efix to franchise

Ivs servers for automatically call route through

servers.

Online banking which Mobilink is about to start.

51

Human Resource Information System

52

HR System:

They are using in human resource department the system in

which there contains the information about the employees

like when they come in the company, when they are about

to take training and when they will get retirement and

which type of benefits the employees are getting and

about the blood groups of each employee and extra salary

benefits in future.

Softwares using in HRIS

The softwares which they are using are oracle.

Recommendations:

Tools:

Oracle built in module

Oracle live server 8i

Oracle fix

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Re-engineer and Re-

designing

54

Re-designing

They are using Customer care system currently and

now they are going to switch over to CRM.

Before they were using the connections which

installed in the mobile sets and the customers were

feeling very difficulty as they can change the sets

once in which the connection was installed and now

they switched over to GSM as it was required by the

customers of Paktel.

They changed their softwares from old to new.

Recommendations:

AMS online

Mobilink are changing their fix to efix.

They are upgrading their CATS which are in process.

They are using Dos-Modes for their softwares

Mobilink is going to increase the frequency so Paktel should

also increase the frequency so that customers of Paktel can

easily and with a quality communication talk to each other

any where in Pakistan at least.

The tool which mobilink is using to increase the frequency

is customize

Re-engineering:

They are now going to adapt ERP for their activities.

55

BPO (Business Process

Outsourcing)

56

BPO (Business Process Outsourcing)

What is business process outsource

Globalization has not only broken the traditional business

boundaries across countries but also opened vast markets for

companies. Enterprises are now looking to focus on a core

set of competencies that have the greatest positive impact

on their business models and are seeking new ways to

streamline processes, realize further cost reductions and

decrease time to market. One of the main outcomes of these

trends has been the rise of business process outsourcing

among leading companies to achieve significant growth and

bottom line benefits. Business Process Outsourcing (BPO) is

the delegation of one or more business processes to an

external entity that in turn owns, administers and manages

the outsourced process based on defined and measurable

performance criteria. Such back end functions may include

anything that can be moved over the bandwidth and include

Services such as customer support through call centers,

accounting, order processing, insurance claim processing,

procurement or

Other logistic functions. On the other hand, offshore IT

outsourcing is the relocation of activities, tasks and

processes to entities in countries with lower overall

operational cost in order to reduce the total cost of

developing and maintaining IT software, systems and

infrastructure.

One of the leading firms conducting research in the field of

IT, Forrester Research, has referred to global outsourcing

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as the “trend of the decade” while Gartner Group refers to

it as a “mega-trend”.

Outsourcing has demonstrable, quantifiable benefits. It

gives companies access to state of- the-art technology

without the overheads and risks associated with developing

in-house solutions. “Companies can save as much as 41% in

hidden costs by outsourcing” - U.S. Chamber of Commerce.

According to Michael Dennis (Vice President, Services, Avaya

Group)

“Outsourcing allows us to put company energy into activities

which generate higher value for our customers.” BPO is

gaining ground because of the

following main factors:

• Factor Cost Advantage

• Superior Competency

• Utilization Improvement

• Economy of Scale

• Business Risk Mitigation

Availability of highly qualified skill pool and faster

adoption of well-defined business processes leads to higher

productivity gains without compromising on quality.

Customers across verticals like Insurance,

Banking, Pharmaceuticals, Telecom, Automotive and

Airlines seem to be the early adopters of Business Process

Outsourcing. Insurance and banking industries are major

beneficiaries of the outsourcing trend as they can achieve

significant savings by virtue of the large proportion of

processes that can be outsourced. These include claims

processing, loans processing and client servicing through

call centers. Improvements in cost, quality and productivity

have encouraged customers to rapidly scale up their offshore

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operations. It is no longer seen as a one-time cost

reduction or process improvement but customers are demanding

year-on-year improvements in process metrics.

In Paktel they are out sourcing

They are using switches in their networking and these

switches are outsourced from Zte. And the softwares

which they are using in these switches are also

outsourced by Zte.

The data warehouse of the Paktel in which all the

record and data of the Paktel is laying is also

outsourced.

The towers which are used for the communication purpose

among the customers are also outsourced.

Cables with in the organization and also which is used

externally are also outsourced by the Paktel.

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Business to Business

And

Business to Customer

60

Business to Business:

Defining B2B Commerce

Before Internet, B2B transactions called just trade or

procurement process

Total inter-firm trade: Total flow of value among firms

B2B commerce: All types of computer-enabled inter-firm

trade

B2B e-commerce (Internet-based B2B commerce): That

portion of B2B commerce that is enabled by the Internet

The Evolution of B2B Commerce

B2B commerce has evolved over a 35-year period

1970s: Automated order entry systems used telephone

modems to send digital orders (e.g., Baxter Healthcare)

Seller-side solution (owned by suppliers, seller-

biased, show goods only from single seller)

Late 1970s: Electronic data interchange (EDI) --

communications standard for sharing business documents

and settlement information among a small number of

firms

o Buyer-side solution (owned by buyers, buyer-

biased, aim to reduce procurement costs for buyer)

o Often referred to as hub-and-spoke system

o Generally serves a vertical market

1990s: B2B electronic storefronts -- online catalogs of

products made available to the public marketplace by a

single supplier

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Late 1990s: Net marketplaces – bring hundreds to

thousands of suppliers and purchasers into a single

Internet-based environment to conduct trade

Late 1990s: Private industrial networks – Internet-

based communication environments that extend beyond

procurement to encompass collaborative commerce

The Growth of B2B E-commerce 2001-2006

B2B e-commerce

o 2001: $466 billion

o 2005: estimated $4.11 trillion

Net marketplaces growing at faster rate than private

industrial networks, but even so, in 2006 private

industrial networks still expected to be twice the size

of Net marketplaces

Not all industries will be similarly affected by B2B e-

commerce

o Computer, automotive, aerospace and defense, and

industrial equipment industries likely to move

first and fastest to B2B utilization

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Industry Forecasts for Internet-Based B2B Commerce 2001-2006

63

In B To B paktel are doing two types of dealings such as

They are dealing with the banks to provide online billing

services to their customer.

For this purpose they have provided to banks an interface

which is base on oracle.

The banks are as follow

Muslim commercial bank

ABN Amro bank

Allied bank

And they also have provide to courier service that is

TCS express center.

Secondly they are selling the Sims with the help of

franchisee and the franchisee is selling the Sims to the

customers.

To connect with franchisee they have provided them a login

that a franchisee can access through internet by using

modem, is protected through firewall.

Business to customers:

64

This focus on to attract customers by attractive prices,

transact goods and services build customer loyalty. This is

based on realistic profitability.

Business t o customer is as follow

B2C Business Models

Portalo Offers powerful search tools plus an integrated

package of content and services

o Typically combines

subscription/advertising/referral/transaction fee

revenue model

o May be general

Ex: AOL, MSN, Yahoo

o or specialized (vortal)

Ex: Sailnet

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A Portal Example

Google

o Founded in 1998 by 2 Stanford grad students

o Focused solely on search engine business in

contrast to Yahoo, MSN, AOL

o Almost missed major market shift in way companies

advertise on Web – paid search listings, pioneered

by GoTo.com (now Overture.com) in 1999

o 2000, introduced tiny paid advertising boxes on

the right of Search Results page; Feb 2002, began

to allow firms to bid for placement and added

sponsored links at top of Search Results page

o 2003, Yahoo buys Inktomi and Overture (which owns

AltaVista) – new questions as to whether Google

will remain the leading search engine

B2C Business Models

E-Tailer

o Online version of traditional retailer

o Sales revenue model

o Types include:

Virtual merchants: online retail store

only

o Ex: Amazon.com, MarthaStewart.com

Clicks and bricks: online distribution

channel for a company that also has

physical stores;

o Ex: Barnes&Noble, WalMart, Staples

Catalog merchants: online version of

direct mail catalog

o Ex: LLBeane

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Manufacturer-direct: manufacturer selling

directly over the Web

o Ex: Columbia.com

B2C Business Models

Content Provider

o Information and entertainment companies that

provide digital content over the Web

o Ex: WSJ.com, CNN.com, Rhapsody.com

o Second largest source of B2C e-commerce revenue in

2002

15% of online sales

More Internet users go to on the Web to

retrieve information than to purchase

goods (80% vs 53%)

Typically utilizes an subscription, pay for download,

or advertising revenue model

B2C Business Models

Transaction Broker

o Processes online transactions for consumers

o Primary value proposition – saving of time and

money

o Typical revenue model – transaction fee

o Industries using this model:

Financial services (E-Trade)

Travel services

Job placement services (Monsters.com)

B2C Business Model

Service Provider

o Offers services online

Ex: Fresh Direct, xDrive.com

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o Value proposition – valuable, convenient, time-

saving, low-cost alternatives to traditional

service providers

o Revenue models – subscription fees or one-time

payment

B2C Business Models

Community Provider

o Sites that create a digital online environment

where people with similar interests can transact,

communicate, and receive interest-related

information.

o Typically rely on a hybrid revenue model

o Examples:

Epinions.com

Oxygen.com

About.com

For this purpose paktel is providing facility to its

customer to purchase hand set of

Samsung

Motorola

Nokia

Panasonic

LG

Siemens

Sony Ericsson

They provide to their customer facility to brows from any

city of Pakistan the interface as follow

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Handset:

Price Range:

City:

 

They are also providing facility to purchase a equipment for

this purpose they are also providing same interface to its

customers that is as follow

Select a City

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Procurement System

Procurement System:

Paktel do not have any Procurement department but they have

alternative of this department which is purchase department.

The activity which is performing in this department is

totally manually.

The first step is request generated from the company,

secondly Approval is made on the request and the third step

70

that they calls to vender and ask them to submit their

quotations on the given date by the Paktel and then after

receiving the quotations the last step is Purchase

department of Paktel makes decision on the favorable

quotations deposited by the vendors. At the end Fill the GRN

and their GRN is through system.

What GRN system is performing:

GRN maintains the files and maintains the record of the

routes of suppliers and oracle is used at the back end

and sun financial is using in the front office and both

systems are customize.

Recommendations

They should use the Procurement department as mobilink

is using this instead of purchase department. The purchases

of mobilink is totally through system based while in Paktel

there are manually work in purchase department. Whenever the

employee requirement generates the employee enter that

requirement in the system and it automatically reaches in

the procurement department and after analyzing the

requirement they ask for the process of the purchasing which

is mentioned above.

Software’s

There are two software’s using in the procurement department

of Mobilink

Oracle financial

Oracle e-business

Hardware’s

Mobilink is using

Hp system

Oracle Financial servers

ML3810

ML5810

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Rx 2 server in future

Paktel also should use this system as it is new

technological systems.

Recommendation for E- procurement system:

More comprehensive procurement system is as follow that we

can purpose to paktel to adopt this system because it has

more feathers and reliable than Mobilink, it can also be

said E-procurement system.

Purchase Order Software Module

Run the purchase order software module as a stand-alone

unit or use it with PMX's other modules as part of a fully

integrated system. Complete vendor and material file

management capabilities are built into the purchasing

module.

Stay in control of what you buy and from whom you buy it

with PMX's

e-procurement and purchase order software. PMX's

purchasing module

( e-procurement ) was designed to work the way purchasing

professionals think and can have you up and running in

days.

Creating A Purchase Order

You can quickly create purchase orders from requisitions,

requests for quotations and previous purchase orders. When

none of these sources is available, you create a purchase

order by specifying the vendor you want to buy from and

the materials or services you want to purchase. This is

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done on two screens--the Purchase Order Header screen and

the Purchase Order Line Items screen (Both screens are

shown below.).

On the Purchase Order Header screen, you specify the desired

vendor by entering the vendor number. PMX draws the standard

default information from the Vendor File and enters it for

you. PMX also enters for you:

Tax percent

Ship-to Address

Bill-to Address

Primary Buyer name

Payment Terms and

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Prepaid Freight Option

You may override any default information with your own

data. You may also include:

Delivery date

Job number

Project number and

G/L account codes

In the P.O. header to apply to the order as a whole, or

enter this data individually for each P.O. Line Item

Special Features

Assign P.O. Numbers

74

Assign your own P.O. numbers or select a Control File

operating rule that instructs PMX to automatically assign

P.O. numbers for you.

On-line Search Facility

Use the button next to Vendor Number field on the Purchase

Order Header screen to search through the Vendor File and

select the desired vendor. Search for vendors by entering

the first few characters of the vendor's name, or search for

all authorized vendors for a specific commodity group or

material item. Once you select the vendor, PMX automatically

returns you to the P.O. screen and enters the appropriate

vendor data for you

Free-form P.O. Instructions & Standard Text Paragraphs

Enter up to 30,000 characters of free-form Purchase Order

instructions on each purchase order. Also, select up to five

pre-stored standard text paragraphs for insertion on each

order. Both the Purchase Order instructions and pre-sorted

standard paragraphs are printed on your purchase order as

instructions relating to the order as a whole.

Item Search

Use the button next to the Item Number field on the

Purchase Order Line Items screen to search through the

Material File and select the items you want to purchase. You

can search for items by entering the first few characters of

the material description, or you can search for all items in

a specific commodity group or catalog. Look over the list of

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items, select the items you want to purchase and PMX routes

you back to the Purchase Order Line Items screen.

Print, Fax & E-mail

After creating a Purchase Order, you can immediately print,

fax or e-mail it directly to your vendor. In the event a

Purchase Order is lost or destroyed, new copies can easily

be reprinted or retransmitted

Adaptable to Your P.O. Form

Print purchase orders on our standard form or have us

customize the print format to suit your needs. Customization

includes aligning the purchase order data to fit your

current (or planned) P.O. form.

Repeat Purchases

After purchasing an item for the first time, subsequent buys

become much faster. PMX maintains detailed historical

information on all previous orders and gives you a variety

of search options for locating and listing these orders.

Simply look over the list of previous purchases and select

the P.O. you want to duplicate.

Blanket Orders & Releases

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You can create blanket orders for specific items or

general categories (such as office supplies) without

specifying quantities, unit prices or delivery dates. Once

the blanket information is entered, the blanket order can

be printed or faxed directly to your vendor.

All delivery activity for blanket orders is controlled by

blanket releases. Create the release simply by identifying

the blanket P.O. number along with the minimum ordering

information for each blanket line item you are releasing.

All the vendor information is already in the system and is

automatically applied to the release. After entering the

release information, print or fax the release order

directly to the vendor.

Change Orders

To change any P.O., just display the order on your screen

and edit the necessary information. You can also add new

items or delete existing items before printing the change

order or faxing it directly to your vendor.

Management Reports

A complete set of management reports lets you analyze your

total purchases by vendor, item, commodity, job, account,

project, buyer, etc. -- over any time period.

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CMM / ISO Certificates

Followed by Paktel

78

CMM / ISO Certificates Followed by Paktel.

For the purpose to maintain quality standards in their

processes and services Paktel is not following Capability

Maturity Model (CMM).

Currently they are using Sox 404 standards to maintain

international quality standards in their services and

processes.

Recommended the Standards to Follow by Paktel:

The Paktel should also be followed the following standards

and levels that are followed by the Mobilink to maintain

quality in their standards and to improve the quality of

services and to match with the international standards to

compete their big giant competitors in telecommunication

sector in this global arena.

As such standards are given below.

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Quality Manual:

Scope and Purpose:

This manual documents the organization, responsibilities and

methods employed to implement a quality system covering the

activities of Mobilink Telecom, Inc. The quality system

addresses all requirements as defined in ISO-9001:1994.

Responsibilities:

The VP of Operations is responsible to ensure that a Quality

System is in place and implemented. Function managers are

responsible to ensure the correct processes are in place and

implemented in their respective areas.

Management Responsibility:

Quality Policy

Mobilink Telecom, Inc, is committed to exceeding the

expectations of its most demanding customers for quality,

reliability and functionality through innovation and

rigorous productization. All employees are empowered to take

whatever action they deem necessary to achieve this goal.

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Management Representative:

The Vice President of Operations is the Management

Representative has authority and

responsibility to ensure the Mobilink Quality System’s

requirements are established, effectively implemented, and

maintained in accordance with the Quality Policy and all ISO

9001 criteria.

Management Review:

The quality system is reviewed, at a minimum of twice per

year, by executive staff. Topics considered during the

review (below) may be included in whole or in segments;

however, all aspects of the quality system are always

addressed within each twelve-month period.

Customer Issues

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Quality and Reliability performance

Manufacturing (subcontract) performance (Yields, and other

significant trends)

Internal Audit results

Corrective and Preventive actions.

Management reviews are chaired by the Management

Representative, and attended by Executive staff members (or

designees).

Quality System:

The Mobilink Quality System meets all requirements of ISO

9001 and is approved by all affected organizations. Mobilink

maintains appropriate documented procedures for each element

and the Mobilink Quality Manual provides reference to these

documents. Continued compliance is assessed through internal

audits.

Quality Planning and Quality Plans:

Quality planning is completed for all shipping products

through the Manufacturing Review process, which establishes

quality objectives and ensures all intermediate goals and

plans are in place to achieve the goals.

Identification of controls, processes, equipment,

resources and skills required

Assessment of design, production process, and

inspection/test procedure compatibility,

identification of suitable verification methods at all

appropriate stages, clarification of

standards of acceptability

82

The plans generated as a result of Manufacturing Review

are contained within the individual Manufacturing

Specifications.

The Manufacturing Specification also forms the basis for

engineering change review and planning.

Contract Review:

Sales and Marketing are responsible to ensure an effective

process to review customer contracts, ensure scope and

requirements are documented and understood, that the

capability for fulfillment exist and that differences are

identified and resolved. Records are maintained for review,

contract amendment, and record keeping.

Design Control:

Three detailed procedures control Mobilink design, ASIC

design, Software design and Handset design. They assure that

all key design elements including design and development

planning, organization and technical interfaces, design

input and output, design review, design verification and

design validation are met. In addition, the documentation

provides a method to address design changes and specifies

all necessary records and their controls.

“ASIC” Design Flow – covers the following:

Design input and planning

ASIC design

ASIC Verification

Library verification

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Tape out process

First Silicon validation – From Design Input

Software Design Flow – covers the following.

Design input and planning - Requirements Traceability

Coding standards

Verification – peer reviews, walkthroughs

Configuration management – version control, problem report

and tracking.

Software Change Control Board

Testing - Unit Test, Integration Test, Functional Test,

Performance Test, Field Test

External Distribution

Does not currently implement ISO9000-3 standard.

Document and Data Control:

Document Control, under direction of Reliability and Quality

Assurance, is responsible for maintaining control all

documents, including documents and data of external origin.

To Maintain Quality Standards for Document Structure:

Paktel should follow the different levels to maintain

quality standards for document structure of different

processes as followed by mobilink.

Levels of Documentation of Processes:

The overall hierarchical structure of Mobilink documentation

supporting the quality system is represented as follows:

84

Level 1

Quality Manual

Level 2

Process Procedures

Level 3

Product Specifics

Level 4

Other documentation/Records/ Instructions and training

materials

Handset Design Flow – covers the following:

Design input and planning

Reference phone design, Handset design, PC Card design or

any related system design.

Design control

Component selection and verification

External Certifications – Type approvals

Document and data approval and issue:

The review and approval of documents is specified at

Mobilink, and a master list is maintained indicating current

revisions. The system provides ready access for necessary

documents at all required locations and assures invalid or

obsolete documents (other than for legal and/or knowledge-

preservation purposes) are never used.

All changes are reviewed and approved by designated

personnel; a change history is maintained.

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Purchasing:

Purchasing has responsibility to assure all purchased

material and services meet Mobilink

requirements.

The Purchasing Process provides procedures for the

following;

Evaluation of subcontractors and suppliers:

Suppliers and subcontractors are selected on a basis of

their ability to deliver products and/or services in

accordance with Mobilink Quality System requirements.

Purchasing Data:

Purchasing procedures clearly describe the product or

service ordered as well as the process for requisition and

tracking.

Verification of purchased product:

The Mobilink purchase order terms and conditions defines its

ability and the customers right to verify purchased

product/services at suppliers/subcontractors premises.

Supplier Verification at subcontractor’s premises.

Mobilink may elect to verify purchased product at our

supplier’s/subcontractor’s facilities.

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Such acceptance is not used as evidence of acceptable

supplier/subcontractor’s control.

Customer verification of subcontracted product.

When contractually specified, the customer is afforded the

right to verify product at our

suppliers/subcontractors premises. Verification by our

customer does not provide Mobilink evidence of effective

supplier control. It also does not absolve Mobilink of

responsibility for providing acceptable product to customers

nor does it preclude subsequent rejection by

customers.

Control of Customer Supplied Product:

“Control of Customer Supplied Material defines procedures to

ensure the following:

Items are received intact

Items are stored correctly

Issues are recorded and reported.

Ownership and responsibility is clearly defined and

understood.

Product Identification and Traceability:

Mobilink maintains a system to provide identification and

traceability of materials at all appropriate stages of

manufacturing.

Process Control:

All manufacturing processes occur at designated subcontract

facilities. Mobilink assures that all such processes

87

including: wafer fabrication, die assembly and test, handset

assembly and test, storage/warehousing and shipping, are

suitably controlled to assure maintenance of quality

standards.

All key process equipment must be adequately controlled by a

system that at a minimum includes planned P/M activities and

Scheduled maintenance.

Process Capability data from subcontract manufacturing

facilities are requested reviewed and evaluated.

Corrective and Preventive Action System

Mobilink assures corrective and preventive actions are

assigned to affect root cause solutions and prevent problem

recurrence. The system addresses both actual and potential

problems that can affect Quality.

Control of Quality Records:

Quality Records demonstrate conformance to specified

requirements and effective operation of the Quality System.

Document Control provides a list of those Quality Records

under its control; all other records are maintained by

individual responsible departments.

Internal Quality Audits:

The Quality function is responsible for establishing and

maintaining an internal audit procedure to verify quality

88

activities comply with planned arrangements and to assess

Quality System effectiveness.

Training:

Each supervisor has responsibility for identifying the

quality-related responsibilities of each employee and

supports their training needs. Each department maintains

training records.

Personnel performing specific tasks may be qualified on the

basis of experience and/or education.

Employee training requirements are referenced and defined

within, “Employee Training and Documentation.”

Servicing:

Currently Mobilink does not engage in servicing. In the

event that such activities are established, an appropriate

system of control will be documented and maintained.

Statistical Techniques:

Appropriate statistical techniques for controlling

processes, sampling, and determining capabilities.

Procedures apply to subcontract manufacturing and test as

well as other areas, when designated. Statistical results

are reviewed and appropriate actions taken.

89

RECOMMENDATIONS

90

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.

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They should also adopt procurement system and need of

supply chain

Conclusion

92

Conclusion:

After analysis of different hardware, software’s and their

information system we are able to say that Paktel has not

enough set up as compare to mobilink. It has not

standardized software and hard ware and other component. It

has not good working environment as compare to mobilink and

other companies. It is still using many legacy applications

And manual work. They are the initiator of telecom industry

and have not CRM and other application like procurement

system ERP. Almost 50% is manual. There is no application

that gave them competitive edge as compare to mobilink that

they have ERP CRM.

If paktel want to exist in telecom industry they must

upgrade their system implement new systems.

93

Sources

94

Resources:

Mr. Shahid (manager it department of paktel)

www.paktel.com

www.google.com.pk

www.ericsson.com

www.realarticles.com

www.roadtoad.net

A.T. Kearney ( BPO)

www.firstdata.com/abt_gloss_C.jsp;

www.cashflowspecialistsinc.com/glossary/

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