The Implementation of TQM in the Qatari Healthcare Sector TQM ...
Tqm in telecom
Transcript of Tqm in telecom
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TQM IN TELECOM
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Introduction
1. Telephone subscribers (wireless and landline): 995.9 million (May 2012). 2. Land lines: 31.53 million (May 2012). 3. Cell phones: 929.37 million (May 2012). 4. Monthly cell phone addition: 8.35 million (May 2012). 5. Tele-density: 79.28% (May 2012). (Telephone density or tele - density is the
number of telephone connections for every hundred individuals living within an area)
6. Annual cell phone addition: 227.27 million (March 2010 - 2011). 7. Projected Tele-density: 1.159 billion, 97% of population by 2013.8. Broadband subscribers: 14.31 million (May 2012).
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Departments
TQM Sales and Marketing Service Delivery Network HR Finance
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TQM
Initiate TQM projects
Coordinate with all the departments
Initiate green belt and Black belt projects
Appropriate training for the project team
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TQM
Kaizen Contests
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Sales and Marketing
LUT to HUT Distributor training Tele-caller training Customer retention Reduce churn %
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Service Delivery
Reduce TAT in solving customer issue
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Service Delivery
IVR(interactive voice response)
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Service Delivery
Reduce TAT for SIM activation
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Networks Call congestion 2009: Unacceptably high call rate 2010: Improvement and R&D Ranked ‘First’ for network quality by Ofcom
Impact: Customer retention was 2% higher Focus on prevention, so less appraisal cost
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HR
Training
Employee talent pool
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HR
Employee satisfaction
Reduce attrition
Select right candidate
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HR
Reduce employee accident cases
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Finance
Support all other functionCorrect allocation of resources
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Thank You