Abstract:
In the telecommunication market, it is a big challenge for companies to retain their
corporate customers given the tough market competition and changing economic
conditions. Being the infrastructure backbone of the country, PTCL is not just a consumer
driven business but also is heavily reliant on its carrier & corporate customers (grouped
under business solutions) to drive the revenue. Corporate, Wholesale and International
Customers contributed to an estimated 30% of the revenue as reported in last financial
reports hence holding a great importance in terms of business focus. It is evident from
historical reports that there is a significant increase in revenue contribution from the
business stream and this stream has the potential of being the biggest value contributor for
the organization. For this research project, my focus area is the evaluation and analysis of
the service delivery process to identify the factors leading to undelivered business revenue
and covers recommendations for process improvement based on operational theory of
constraints (ToC). Further, the project covers a detailed study of the organization & its
business solutions segment, currently in place delivery process, the available historical data
for the served customers and associated realized revenues.
This research concludes with an insight into the significance of processes improvement for
enhancing company’s overall performance to achieve higher customer retention &
satisfaction. The project also enables the management of the PTCL group to forecast the
future requirement and build on resources accordingly to cater for the future demand and
customer needs without losing the market share to other similar service providers
