Project Report Of Order to Deployment Process Redesign

Company: Pakistan Telecommunications Limited Subject: ERP-Business Process Reengineering

Submitted to Mr. Suhail Khalid Submitted by Mr. Abdul Jamil Siddiqui (54868) Mr. Mohammad Razzaq Mr. Fareedullah (55322)

Acknowledgements
With the name of almighty Allah I and my Project Partners are able to make this Project Report. With our enthusiastic endeavors we complete this project report & achieved our main goal of this project. I Jamil Siddiqui am the Employee of PTCL and working as a Customer Service Executive in PTCL I collect this Information regarding this project from various departments of PTCL & on the basis of that we made this report. My project partners Mr. Mohammad Razzaq, Mr. Fareedullah assisted me and gave me different ideas and suggestion about this project which helps me a lot during making this project report. And also on the guidance & opinions of our Instructor & Teacher Mr. Suhail Khalid we fulfilled our main Idea of this project & furnished this Report.

Table of contents
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Executive Summary -------------------------------------------------------- 4 Introduction ----------------------------------------------------------------- 4 Objectives -------------------------------------------------------------------- 5 Scope -------------------------------------------------------------------------- 5 Case of Action --------------------------------------------------------------- 6 Vision -------------------------------------------------------------------------- 6 Previous Process ----------------------------------------------------------- 7 Process As-Is ---------------------------------------------------------------- 8 Reengineering Methodology ------------------------------------------- 9 BPR Team ------------------------------------------------------------------- 10 Current Process ----------------------------------------------------------- 11 Process To-Be -------------------------------------------------------------- 12 Improvements After Redesign ---------------------------------------- 13 Conclusion ------------------------------------------------------------------ 15

Executive Summary
In this report we elaborate the order fulfillment process of PTCL (Pakistan Telecommunication Limited). We showed in this report that how PTCL rethought about their delayed, fragmented & customer hectic Order to deployment process. Then how did they over come on these issue by using reengineering technique & redesign this process and got remarkable achievement. They shortened the order fulfillment time from minimum 30 days to 3 days. On the basis of their case of action they got their objectives by using BPR (Business Process Reengineering) Methodologies, establishing BPR team & analysis of their as-is process to convert it into the to-be process.

Introduction
This project based on PTCL order fulfillment process in this project we define how PTCL did reengineer there old, slow, delayed Order fulfillment process into a new fast & reliable process. However PTCL has a monopolistic competition in Landline Phone Business there is no company except PTCL in Pakistan which provides Landline phone service but due to vastly spreading cellular phone networks & other wireless Phones makes PTCL to rethink about its Landline Order not only Landline but other services process. The vision of this project is customer oriented that customer can get PTCL landline, DSL, Smart TV and I Sentry Surveillance System services easily on time with robust services.

Objectives
Objectives of this project is to study the current process from its beginning, analyze and understand its flaws & weakness, according to outside world of business like current market situation, trend & customer needs on the other side internally like on time payment, process time & services. After a detailed study of current process we have to design process & implement with the help latest technology & reengineering team to achieve our goal by providing on time reliable services to customer. PTCL did this process on end-to-end basis. This Process means the order took and deployed service to customer premises.

SCOPE
PTCL is an Esteem & Leading Telecommunication company of Pakistan works under the PTA (Pakistan Telecommunication Authority) Government of Pakistan & with the coalition of Etisalat a UAE Based Telecom company. PTCL have various processes according to its size, its processes mostly integrated with each other due to that we needed to get information from other processes as well to complete this Project Report but in this report we emphasized only its order fulfillment process which we named it Order to Deployment Process Redesign which means taking the order and deployed it to customer premises our scope of this project is not beyond to this process.

Case of Action
After the complete analysis we found that we spend too much time for deployment of our services. There is no Employee Empowerment. Due to different companies in markets competition has become stiff with Rivals. Customer is not satisfied with our Services they want to get services on a Single phone call without visiting the Telephone Exchange. Employees are not motivating due to that we are not able to achieve our goals There is no Such Kind of Efficient System that can manage the all order related information.

Vision
We have shortened our Services Deployment Time from 30 days to 3 days. We shared information by efficient system in between all employees to give them empowerment. We established a centralized Contact Centre Where a Customer can place an order by a single phone call. We introduced Different incentive Plans for CSEs and CRSs according to their job descriptions. We Implemented an Efficient data base system where all the employees can easily access the info where CSEs can place the orders & provide customers information related to PTCL services.
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Previous Process
Before 2006 In PTCL the process from order to deployment was very slow. Most of the work was done manually there wasnt any efficient system and data base where employees can get information and take decision by their self means there wasnt any employee empowerment only a single person was a decision maker i.e. Divisional engineer (D.E). If a customer wants to place a Landline Phone order or DSL he/she has to visit Telephone exchange for order & he/she has to wait minimum 1 month for Landline or DSL deployment that was a hectic for customer to go to exchange like old days in this 21st century where telecommunication is going cheaper & hastier day by day for a only phone or DSL order & wait about 1 month or sometimes more than a month for deployment. Also there isnt any employee motivation like short term wins and incentive plans. Process was enveloped with delays, waiting and lack of knowledge with current situations. Process cycle was take 9 steps to complete and time consumption was 30 days which was too much for a Landline Phone or DSL Service to deployment. First a customer has to visit Telephone exchange by putting his daily chores a side for order then that order passed to Divisional Engineer for consideration D.E passed this order to Sub Divisional Officer for feasibility check for pairs in DP (distribution point) he passed this order to Lineman, Lineman visit DP for checking pairs if pairs are available then he inform SDO for pairs feasibility then SDO forward this order to Switch room for switch construction (if pairs are not available on DP then lineman hold this order until the pairs are available which drag this order time from 30 days to 60 or more days). In switch room after switch construction order passed to SDO then he passed it again to Line man then he passed it to Store room for wire and Phone set which
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issued to lineman after 3 or more days after get this lineman patch the pairs and wait for DE approval for activation of Phone line and then phone service provide to customer. This whole labyrinthine process took 30 days.

Process As-Is
It takes 30 days to complete.
Customer

Order
Exchange

D.E (Divisional Engineer)

Pair Feasibility check

SDO (Sub divisional Officer)

Distribution Point

Lineman
SDO

Switch Room
SDO

Store Room
Lineman

Patching
D.E

Approval
Lineman

Deployment
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Reengineering Methodology

Gather Information

Customer Feed Back Records of orders

Analyze Existing Process

Create a Redesign Team Analyze As-Is Process

Design new Process

Designed To-Be process Benchmark process

Implementation To-Be Process

Make Implementation process Implement To-Be Process

Improvement

Review of performance as compared to our vision Improve process continuously

BPR Team
The Business Process Reengineering Team Consist on following hierarchy.

EVP CRM

GM South

GM Central

GM North

SM Contact Centre BM ABM

SM Contact Centre BM ABM

SM Contact Centre BM ABM

CSR CPE Installer CSE ZTE Engineers

CSR CPE Installer CSE ZTE Engineers

CSR CPE Installer CSE ZTE Engineers

Executive Vice President (EVP) was the Leader of this whole reengineering project. There was General Managers (GM) from three regions because PTCLs divide their business in three regions South which consist on Sindh & Baluchistan, North consists on Khyber Pakhtoon Khuah & Hazara Division and Central consists of Punjab & Islamabad. They are responsible for their regions and lead their process as Process Owners. A group of middle management Senior Managers Contact Centers, Business Managers previously known as Divisional Engineers and Assistant Business Managers previously known as Sub Divisional Officer. These officers responsible to lead the process in their respective Telephone Exchanges & customer
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contact centers they lead the team of Customer Service Representatives previously known as Lineman, Customer Service Executives and Customer Premises Equipment Installers this team was Reengineering Team work as internal employees and ZTE engineers ZTE is a China based company PTCL took their services as an External employees they deployed and establish an efficient and organized Data based system which integrate the whole PTCL Customer Services areas i.e. Contact Centers & Telephone Exchanges/One Stop Shops the name of that data based system is BNCC through that system all the PTCL employees from CSR to Top Management can perform their respective tasks to care customers. PTCL also established a call center or Contact Centre where customers can call and place orders for their required services.

Current Process
Now after redesign and implement of this Process PTCL got remarkable achievement of shortened of Service deployment time from 30 days to 3 days, in this Process when a customer has to place an order he/she has to call on 24/7 PTCL Contact Centre the CSE took his/her order after validation of that order CSE forward this order to concern telephone exchange through BNCC due to concurrent excess in that system with BM, ABM and CSR in exchange can easily access the system at same time they can check the feasibility of pairs, switch & equipment and wires at same time the same task the perform manually before after all tasks done through system CSR get approval through BNCC from BM and deployed the Phone connection to customer premises. Due to this Process PTCL got remarkable revenue of 40 billion from their Phone and DSL services in 2008, 2009 and 2010 that were the years of Customer Care by PTCL Slogan.

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Process To-Be
It takes 3 days to complete.
Customer

Order
Helpline/OSS

CSE
System

Feasibilities
System

ORDER

B.M

A.B.M
Authentication

C.S.R

B.M
CSR

A.B.M

Deployment
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Improvements after Redesign

1. Employee Empowerment Due to new process employees got empowerment to take decision by their self CSR can check the feasibility on system instead of visiting to Distribution Point and take decision either connections can be applied to or not. CSE during placement of order can guide customer about services tariff plan and can take decision according to customer need and requirement also can suggest customer to take package which is according to their desire without taking any approval from higher authority. BM and ABM can also not totally dependent to each other they can also take their decision by their self. 2. Employee Suggestions Management take suggestion about customers need, desire their requirements from CSRs and CSEs because due to efficient system CSEs and CSRs are the first point of contact with customers so they are a very good source for company to make their polices customer oriented on the basis of their suggestion. 3. Customer Orientation Before redesign customer cannot be able to record their comments and suggestions if they provide then there was not any system to record their feedback. But after CSE equipped with proper system with each and every call record in Contact Center the higher management are able to understand customer need and requirements.
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4. Market Environment Most of the customer provide valuable information regarding current market situation like competition, new trend etc. which is very helpful for management to prepare for upcoming or current competition and trend. Before that when customer visits to exchange for order he/she hasnt enough time to tell about market situation. 5. Employee Encouragement Before redesign usually Lineman had an impression that they ask for bribe for connection deployment from customer and some of the Lineman did it, after redesign management realize this flaw and overcome this issue by facilitate them with incentive like each successful deployment of phone or DSL connection CSR and CPE installer will get Rs. 500 as commission income and for CSE in Contact Centre the highest order taker of month will get an incentive of RS. 5000 and runner up 1st and 2nd can get Rs. 2500 respectively before redesign there wasnt any monitoring system which can record each CSR,CSE or CPE installers performance. 6. Defragmentation of Process Fragmented process is not an efficient process although it provide each and every department their individual work but it also a time taking activity in PTCL order fulfillment process was fragmented each department is dependent to other like Lineman/CSR has to wait until he got orders from switch room department similarly switch room engineer has to wait until he got reply from BM/DE. In redesign PTCL emphasize on to get salvation from this fragmentation to get a robust process which can integrate the process and defragment
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them now the each and every process is working concurrently through proper system.

Conclusion
With the whole study of this report we can conclude that, that endeavor of redesign was remarkable for Company and its Employees which lead PTCL to towards a milestone of customer satisfaction and gave a boost to revenue and morale of their employees. They used efficient tools and methodologies to achieve their goal not only the goal but customer loyalty. The role of information technology in Process reengineering is very important which is proved here. The whole process is gone from bottom up it started from CSR level to top Management. Although this process is limited to order fulfillment there are so many processes in company are reengineered or has to reengineered other processes are beyond the scope of this project. But other process got a reason to reengineering.

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