PRESENTATION

KEY PERFORMANCE INDICATORS

OF IT BASED ORGANIZATION

PRESENTED BY: KANWAL KHATRI (IMSA-BBA)

ASSIGNED BY: SIR MUHAMMAD MEMON
 CONTENTS
What
WhatisisMIS
MIS

What
Whatare
areKey
KeyPerformance
PerformanceIndicators
Indicators

Introduction
Introductionto
tothe
theorganization
organization (PTCL)
(PTCL)

MIS
MISof
ofPTCL
PTCLand
andits
itsKPIs
KPIs
 MANAGEMENT
INFORMASTION SYSTEM
(MIS)
Management Information System or MIS broadly refers
to a computer-based system that provides managers
with the tools to organize, evaluate and efficiently
manage departments within an organization. In order to
provide past, present and prediction information, a
management information system can include
software that helps in decision making, data resources
such as databases, the hardware resources of a
system, decision support systems, people management
and project management applications, and any
computerized processes that enable the department to
run efficiently.
The Important Determinants Of MIS
Design Are:

Opportunities and
risks
Company strategy

Company structure Management and

decision-making process

Available
technology Available information
sources
KEY PERFORMANCE
INDICATOR (KPI)
 A key performance indicator (KPI) is a
business metric used to evaluate factors that are crucial
to the success of an organization. KPIs differ per
organization.

 A KPI is a type of performance measurement that

helps you understand how your organization or
department is performing. A good KPI should act as a
compass, helping you and your teams understand
whether you’re taking the right path toward your
strategic goals.
 A metric is the measurement of a particular
characteristic of a program's performance or efficiency
 and qua
your organization and

Be well
department

and quantifiable
Be well-defined
Be thoroughly
communicated throughout
your organiza tion and
department

A KPI
A KPI
MUST BE
MUST BE
EFFECTIVE
EFFECTIVE

(LOB), or depart ment

Be applicable to your
Line of Bu siness
achieving your goal
be crucial to
Actually

(LOB), or dep artment

Be ap plicable to you r
Line of Business
achieving your goal
be crucial to
Actually
 Key Performance
Indicators are used in
four main areas:

Process Increased
Revenue Cost
cycle-time customer
improvement reduction
improvement satisfaction
 PAKISTAN
TELECOMMUNICATION
COMPANY LIMITED (PTCL)
 Introduction to PTCl
Largest Vision: To be the leading Information and Communication Technology Service
Vision: To be the leading Information and Communication Technology Service
Provider in the region by achieving customer satisfaction and maximizing
telecommunication Provider in the region by achieving customer satisfaction and maximizing
shareholders value
shareholders value
company in Pakistan
Holds the status of
backbone for country
Company consists of Mission: :To
Mission Toprovide
provideaalearning
learningenvironment
environmentand
andtools
tools
totohelp
helpour
ourcustomers
customersreach
reachtheir
theirfull
fullpotential
potential
around 2000 telephone
exchanges across
country providing
largest fixed line Provide
Provide: :Business
BusinessServices,
Services,Carrier
CarrierServices
Services&&
network. GSM, CDMA Wholesale,
Wholesale,&&Home
Homeand
andPersonal
PersonalServices
Services
and Internet are other
resources of PTCL
Launched its mobile
data service UFONE in Competitors
CompetitorsOf
OfPTCL
PTCL: :Mobilink,
Mobilink,Telenor,
Telenor,Warid
Warid
late 90's.
Privatization in mid
2005
 After privatization certain changes involved in PTCL
Which are as follow:
• VSS (Voluntary Separation Schemes for its Employees)
• Use of different operational and customer care software like ERP, SAP, B&CC
• Change in Logo of PTCL
• Their main focus is on productivity and customer satisfaction

Currently PTCL is involved in following operations

• Voice and Communication
• Broadband
• IPTV Services
• Vfone
• Pak internet Exchange
• Satellite Communication
 There are seven different types of switching 
technologies currently operated in PTCL
network, which are
• Alcatel
• Siemens
• NEC
• Ericson
• Hawaii
• J.S Telecom
• ZTE
With these technologies
PTCLs e-network is running
and providing different
communication facilities to
its customers.
MIS OF PTCL AND ITS
KPIS
 In PTCL Following Information
Systems Are Involved:
• B&CC (Business and Customer Care System)
• Partial office automation system
• Human resource management information system
• CRM (Customer Relationship Management)
• (ERP) SAP
• Also use E-reporting, and MS exchange

Hardware:
IBM
HP
ACER
 B&CC System
The whole network of
PTCL uses the only
software name B&CC. The
system is operated at all
three level of organization.
Which are operational, top
management and middle
management. The system
includes these functions
mentioned In the diagram
CONT……

BCCS Immediately can track the data about the customer,

making billing processes easy.
Purpose of BCCS is to control, Monitor and manage the
entire PTCL network and to enhance management through
a transparent and centralized platform. 
Increase network availability through enhance quality of
service and centralized performance statistics and
reporting mechanism.
It provides the description about the resources used by the
organization and help managers to managing the
resources.
Partial office automation system
PTCL also implement partial office automation
system which is based on database. It includes
only two following things
 Word Processor 
 Desktop Publishing Office
automation systems (OAS) are configurations 
of networked computer hardware and software.
A variety of office automation systems are now
Applied to business an communication function.
CONTI……
Office automation gets many tasks
accomplished faster.
It also eliminates the need for a large staff.
Less storage required for data to store.
No paper storage.
Multiple people can upload data simultaneously
in the event of schedule change. 
 Human Resource Management
Information System
PTCL is also focusing on HR Management and
Development; PTCL introduced the “HR online
Hiring Management System".
Appropriate changes have been made in HRM such
as establishment of Human Resource Management
Information System (HRMIS)
Recruitment process and system has
been adequately revamped by adopting appropriate 
HR practices
 CRM (Customer Relationship
Management
 Newly introduced Siebel CRM (Customer
Relationship Management) application, all
interactions with individual customer are
timely captured at one platform.
 PTCL has implemented this application in
almost all the regions.
 The timely availability of customer-centric
data, therefore, provides a rich tool to
improve the process efficiency.
 ERP (ENTERPRICE
RESOURCE PLANNING
 Enterprise resource planning (ERP) is business process
management software that allows an organization to
use a system of integrated applications to manage the
business and automate many back office functions
related to technology, services and human resources.
ERP software integrates all facets of an operation,
including product planning, development,
manufacturing, sales and marketing.
 ERP software is considered an enterprise application as
it is designed to be used by larger businesses and often
requires dedicated teams to customize and analyze the
data and to handle upgrades and deployment.
 SAP (SYSTEM APPLICATION
PROCESS)
SAP stands for Systems Applications and Products in Data
Processing . (A German Software)
SAP by definition is also name of the ERP (Enterprise
Resource Planning) software as well the name of the
company.
SAP system comprises of a number of fully integrated
modules, which covers virtually every aspect of the business
management.
SAP handles all the data management like accounts, inventory,
attendance system, medical leave issuance.
CONTI…...
Software solution that covers all commercial processes and
transactions.
All work processes within a PTCL are linked through data and
functions using the R/3 System.
The R/3 System has a uniform graphical user interface for all
application areas.
Ability to “drill down” to whatever level of detail you need is
legendary. 
Desktop integration in the R/3 System means that whenever
you want data moved into a desktop PC application, it is a
mouse click away.
SAP and B &CC
REFERENCES:
HTTP://WWW.GURU99.COM/WHAT-IS-SAP-DEFINITION-OF-SAP-ERP-SOFTWARE.HTML
HTTP://WHATIS.TECHTARGET.COM/DEFINITION/METRIC

HTTP://SEARCHCRM.TECHTARGET.COM/DEFINITION/KEY-PERFORMANCE-INDICATOR

HTTPS://WWW.CLEARPOINTSTRATEGY.COM/18-KEY-PERFORMANCE-INDICATORS/

HTTP://WWW.ADVANCINGYOURORGANIZATION.COM/?P=1596

HTTP://WWW.SCRIBD.COM/DOC/54929256/MANAGEMENT-INFORMATION-SYSTEMS-OF-PTCL-PAKISTAN
#SCRIBD

HTTP://WWW.SLIDESHARE.NET/MEHMOONARAFAQAT/PTCL-PRESENTATION

HTTP://WWW.WEBOPEDIA.COM/TERM/M/MIS.HTML

HTTP://WWW.MANAGEMENT4ALL.ORG/2014/03/MANAGEMENT-INFORMATION-SYSTEM.HTML

HTTP://WWW.WEBOPEDIA.COM/TERM/E/ERP.HTML

PTCLOFFICE NEARGULCENTER : SIR AMEEN LAKHANI, SIR NOOMAN, SIR WAHEED, AND SIR ODHO
THANK YOU