TQM practices in Telenor Pakistan

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Group Members

Mahtab Ullah Aslam Kiani Syed Nauman Kirmani

Riyan Imdad Waqas Khan

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Total Quality Management• A people-focused management system that aims at continual increase in

customer satisfaction at continual lower real cost through continuous process improvement.

• It is the way of managing organization to achieve excellence.

• It is an enhancement to the traditional way of doing business.

• It is a is a proven technique to guarantee survival in world-class competition.

• It is a is a management approach that aims for long-term success by focusing on customer satisfaction..

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Scope of TQM

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Introduction• One of five cellular GSM Mobile Company in Pakistan.

• Telenor acquired the license for providing GSM services in April, 2004.

• Telenor commenced its operations from Islamabad on March 15, 2005.

• Network coverage in more than 3000 locations and across all major highways of the country.

• More than 30 million Subscribers.

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CONT…..

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Quality Management System• Concept of quality in Telenor

Quality is the key aspect and it plays a pivotal role in the

growth of organization. Quality has strategic importance in

the organization.

• TL9000 Quality Management System• Telenor is the only company of Pakistan who are

complying with TL9000 standards.

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Telenor’s Motto “Continual improvement through continuous

implementation”

• Do it right first time, every time.

• They provide continuous improved high quality services and support to meet customer satisfaction .

• They believe in consistent and regular improvement in every area.

• Six Sigma• ITIL• JURAN Trilogy

• Planning (Quality, RF and BSS planning)• Control (Quality planning)• Improvement (everyone is responsible)

Continuous Process Improvement

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CONT……• Training & Development.

As a result of trainings, Telenor captures 22% of total market in Pakistan.

• PDSA cycleThey make sure that

planning ,implementation ,analysis & their result works should be perform by the corporation of all.

Check: Senior management continuously checking performances.

Guidance and keep aligning with company vision and mission statement.

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Customers Satisfaction The most important asset of any organisation is its

customers • Complaint:

Prioritized by the Complaint Resolution Unit.

• Critical complaint:• The manager attends.• If about another customer, then the customer is warned at

most two times before the Complaint Resolution Unit.

• Feedback: • Collected at call centers, franchise, website and customer

service centers.

• Customer Retention and Loyalty Department. 10

Customers Satisfaction Gauge

• NPS (Net Promoter Score)• Promoters (9-10)• Passives (7-8)• Detractors (0-6)

• How to measure

• Take Sample of Users.

• Formula : Promoter – Detractor (Passive has no impact)

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Customers Satisfaction Gauge

• CFL (Closed Feedback Loop)

Identification of critical (loyalty-driving) touch points Customer is surveyed after interaction at critical touch points Frontline employee (or manager) calls customer back to gather direct

feedback Improvement/learning: Cluster, analyze, and share feedback and key

learning's Implementation of initiatives to reduce number of detractors and

increase number of promoters

It is a bottom up NPS approach.

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Supplier Partnership

The right vendor provides the right product, the right quality, on time, at the right price with the right level of service.

ZTE, Fundamo & Huawei are current suppliers.Selection Criteria:-

quality price terms delivery service

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CONT…….

Supplier Rating:

NSN 9/10Acision 8/10Huawei 7/10ZTE 6/10

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Performance Measures

Telenor monitors the performance of its employees by the Annual TDP .

Analysis done on department and requirement basis. 15

Employee Employee Involvement:Currently there are over 2500 employees working in

Telenor."Their people are their greatest asset”.

• Communication: There is an internal communication department which communicates with employees.

• Job Security: Job is made permanent when the employee is at

team lead position.16

Employee Employee Involvement:Currently there are over 2500 employees working in

Telenor."Their people are their greatest asset”.

• Away Day• Employee Share Purchase• Telenor academics• Experience Opportunities• Job Security:

Job is made permanent when the employee is at team lead position. 17

Employee

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Achieving a Motivated Work ForceFacilities: For the employees like:

Pick and dropDSL facility at home 50 % free.Medical Facility to employee Paid VacationsMobile phone Wall of fame (picture of department employees

on wall) Cash Awards

Empowerment allowed up to some level.Top level management must be informed.

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Recognition and Reward

When any department works well then it will take

Incentives wall of fame (pictures of department

employees on wall) Cash Awards cricket and badminton matches trips

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References• TQM (3rd edition by Dale H.Besterfield, Glen

H.Besterfield)• Riyan Imdad ( Engineer Telenor

Headquarters)• Asim Ijaz (Engineer Telenor Headquarters)• telenor.com.pk• wikipedia.org

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Questions…..

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THANK YOU

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