INTERNET PROTOCOL OPERATIONS CORE
POLCA
PTCL –PAKISTAN INTERNET EXCHANGE
Qurat-ul-Ain JabbarNazia KhimaniWaqas SaqibSana FatimaMazher Akhter
Group Members:
Mission Statement:An organizational environment that fostersprofessionalism, motivation and quality.An environment that is cost effective and qualityconscious. Services that are based on the most optimum technology."Quality" and "Time" conscious customer servicesustained growth in earnings and profitability
POLCA-Planning
POLCA-Planning
Effective Decision Process:1- Identify the problem: Congestion in network. Running out of internet bandwidth. Customers were complaining about slow access to internet.2- Generate alternatives: In this case we had no alternatives
but to expand our network.3-Evaluate and choose an alternative: single option i.e.
expansion, but we had to evaluate what can be the outcomes.
4- Implement and monitor: Expansion is still in process, monitoring is supposed to be done through out the process and after.
Group Discussion was held during the whole planning.Planning Aids.Environmental Scanning and Forecasting (Quantitative
and Qualitative).Budgeting and estimating how much expenses can be
incurred & how much resources would be required.Scheduling being decided by group discussion with
various department (Transmission Dept. , Finance Dept.)
It was formal planning.Inclusive approach.
POLCA-Planning
Planning process
1- Review organization’s mission.2- Evaluate available resources: Human and
non-human resources.3- Determine the goals.4-Should be according to organizational
mission & goals.5- Write down goals and communicate to
concerned people.
Levels of Plans
Plans Taken by Time Span
Strategic Top managers
Long term
Tactical Middlemanagers
Intermediate
Operational First linemanagers
Short term
POLCA - Organizing
Responsibilities, Authority, Accountability is well defined to all the staff members of the department.
It is their duty to give timely feedback as well.
Assigning task to individuals.Making group of people doing similar task.Mechanisms of vertical & horizontal
coordination.
Building blocks of Pakistan Internet Exchange
Job Description:Managing IP/MPLS links. Post sales customer care/facilitation with cooperate
customer care team.Coordinating with vendors & CISCO.Traffic engineering.IP infrastructure planning.Maintaining MRTG server for PIE core links.Acceptance testing activities & quality compliance.Network security management.Managing & backing up of critical router/switch data.
Grouping Jobs:Making groups of individuals who have to perform similar task.
Reporting Relationship:Tall organization.Reports to: Senior Manager (Internet Protocol
Operations)Distributing Authority:
Delegations are assigned to subordinates who have skills to perform task well.
Authority is centralized and decentralized as per situation.
CoordinationIP Ops has to coordinate with various departments , generally with transmission department & Corporate Customer Care (CCC).
Line & Staff positionsLine positionStaff position
Job rotation and job enlargement is doneMass production as it has to expand network
all over the country
POLCA - Organizing
POLCA-LEADING
Under every departments there are leaders who need to identify needs , attitude, personality difference as every one has different behavior.
Performance depends upon ability , motivation , and working environment
What makes PIE staff members motivated?
Safety need: Work place is safe and secureBelongingness need: There is friendly
environment in dept.Esteem need: Giving authority to people and
job title which provide their prestige, status need
Self-actualization need: Giving challenging tasks which develop their capabilities
McClelland’sLearned Needs
ERGMaslow’sHierarchy
Higher-Order Needs
Lower-Order Needs
Self-ActualizationEsteemBelongingness
SafetyPhysiological
GrowthRelatedness
Existence
PowerAchievementAffiliation
POLCA-LEADING
How leaders influence others to work ?
By using powers leaders either make people listen to him and do work according to standards or they will resist or they will be self-motivated and bring new ideas.
Coercive Power: Through fear of punishment e.g. late marking
Legitimate Power: Providing authority, position power.
Reward Power: Leaders keeps monitoring the performance, then reward accordingly.
Information Power: Access and control on information
Expertise Power: By appreciating to give expertise suggestion
Referent Power: Resulting from being admired
POLCA-LEADING
Often democratic method is applied in the department as leader involves staff member at time of making decision, but at times autocratic method is also applied depending upon situation
POLCA - Controlling
Control Process:Determine areas to control: The areas where network
expansion was made.Establish standards: Policies were made for strategic,
tactic, operational controlling to keep check and balance for not facing such issue.
Measure performance: Monitor actual performance.Compare Performance: Comparison of actual performance
with standardsRecognize positive performance: To motivate and give
rewards accordinglyAdjust Standards: Adjustments are required because
sometimes standards are high which become unattainable or vice versa
Controlling approaches in PIE
Bureaucratic ControlPower is centralized.Communication is top to bottom.Maintain standardized rules without getting
inputs from others.Organic Control
Control behavior of staff.Focus employees’ motivation. (extrinsic,
intrinsic)
Controlling approaches in PIE
Management Informative SystemReceive information.Control information.Disseminate information.