production operation management in services depatment .how the peoples work and give services.

2. The new era of telecommunication in Pakistan has brought several challenges with it, the most
important being the challenge to keep the security requirements of the Government of Pakistan
(GOP) intact. To overcome these challenges GOP established National Telecommunication
Corporation (NTC) in January, 1996 under the Telecom Reorganization Act 1996. NTC is well
organized and managed Organization. We are having project to know about the production and
operation management, but NTC is a servicing Organization it’s have a 4 product lines. NTC is
working in the boundaries of these 4 product lines (Telephone, Multi-Services Data Network,
Transmission Services and Co-Location)

3.  NTC stand for (National Telecommunication Corporation).NTC is a government-based IT and
Telecom services Provider Corporation in Pakistan.
 The new era of telecommunication in Pakistan has brought several challenges with it, the most
important being the challenge to keep the security requirements of the Government of Pakistan
(GOP) intact.
 To overcome these challenges GOP established National Telecommunication Corporation (NTC) in
January, 1996 under the Telecom Reorganization Act 1996.
 The mandate of NTC is to provide ICT service to Federal Government, Armed Forces, Defense
Projects, and Provincial Governments and to all Government Institutions (autonomous/semi-
autonomous bodies etc.)

4.  The ongoing infrastructure development journey for NTC began in 1996 when it was created with
few local exchanges and analog microwave.
 today NTC has developed its own infrastructure to an extent where it can be called an independent IT
and telecom operator capable of meeting the challenges of the deregulated environment and meeting
the objectives for which it was created.
 The main focus in the initial years was to develop its own basic infrastructure that included optical
fiber transmission backbone, transit network, billing system and multi services data network (MSDN)
beside expansion of its switching network to un-served areas to cover as much of its subscriber base
as possible.

5.  The establishment of NTC MSDN was a major milestone, achieved in 2001 which enabled NTC
to provide multiple data services such as dial-up, DSL, Web hosting and internet etc. to its
customers.
 Another milestone achievement in national history is placement of Pakistan education &
Research Network (PERN) project.
 The project is providing 155 Mbit/s international connectivity to 59 universities connected all
over Pakistan.
 The billing system was developed in first 4 years which made it possible for NTC to do its own
billing.

6. • Being aware of the new technologies and demand for new services and converged network,
NTC is in the process of upgrading and expanding its network.
 To improve the efficiency ERP solution has been planned and under process of
implementation.
 To gain access to NTC users efforts are being made for frequency allocation and as a stop
gap arrangement virtual WLL connections are being provided to NTC subscribers.
 To provide value added service from its own platform, NTC is planning its own IN platform.
 NTC has started phasing out its traditional Time-division multiplexing based switches with
State of the Art Next Generation Network across Pakistan.

7.  Finance
 HRM
 Operations
 Technical
 Defense
 IT & Data
 Revenue

8. NTC is currently providing the following services to its customers.
Telephone
 Basic Telephony.
 Calling Card.
 Integrated Service Digital Network.
 Basic Rate Interface.
 Primary Rate Interface.
 Supplementary Services.
 Network Solutions for valued.

9.  Web Hosting facility
 Electronic mail platform
 Dial-up Internet Access, DDP, ISDN
 Virtual Private Networking
 Video Conferencing facility
 Broadband Internet Access
 Intranet Solutions
 Radio/Wireless Networking Solution

10. Transmission Services:
 Dark Fiber
 Media (Junction)
Co-Location:
 Space, Dishes/Antennas, Power Supply
 Servers

11.  Operations management is the management of an organization’s productive resources or its
production system, deals with the design and management of products, processes, services and
supply chains.
 Operational issues include servicing scheduling and control, data management, quality control
and inspection, network traffic and data handling, and network maintenance policies.
 Operations management focuses on carefully managing the processes of services.

12.  "Service system" is a term very frequently used in the service management, service operations,
services marketing, service engineering, and service design literature.
 In NTC servicing system is very systematic and well managed. NTC have its divisions
CENTRAL, SOUTH and NORTH. On the basis of divisions they managed the servicing. Every
division has managed departments to control and organize the NTC’s Servicing.

13.  Service Quality Management (SQM) is a management approach that aims for long-term success
by focusing on customer satisfaction.
 SQM is based on the participation of all members of an organization in improving processes,
products, services, and the culture in which they work.
 Quality is about serving services that people can depend on every time they reach for it.

14. 1. Tangible Service Quality Dimension.
2. Reliability Service Quality Dimension.
3. Responsiveness Service Quality Dimension.
4. Assurance Service Quality Dimension.
5. Empathy Service Quality Dimension.

15. 1.Tangible Service Quality Dimension
 The tangible Service Quality Dimension refers to the appearance of the physical surroundings and
facilities, equipment, personnel and the way of communication.
2.Reliability Service Quality Dimension
 The reliability Service Quality Dimension refers to how the company are performing and completing
their promised service, quality and accuracy within the given set requirements between the company
and the customer.

16. 3.Responsiveness Service Quality Dimension
 The responsiveness Service Quality Dimension refers to the willingness of the company to help its
customers in providing them with a good, quality and fast service.
4.Assurance Service Quality Dimension
 The assurance Service Quality Dimension refers to the company's employees. Are the employees
skilled workers which are able to gain the trust and confidence of the customers?
5.Empathy Service Quality Dimension
 The empathy Service Quality Dimension refers to how the company cares and gives individualized
attention to their customers, to make the customers feeling extra valued and special.