Tqm in telecom

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Information about Tqm in telecom
Education

Published on January 19, 2014

Author: cvjinto

Source: slideshare.net

1. 2. 3. 4. 5. 6. 7. 8. Telephone subscribers (wireless and landline): 995.9 million (May 2012). Land lines: 31.53 million (May 2012). Cell phones: 929.37 million (May 2012). Monthly cell phone addition: 8.35 million (May 2012). 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) Annual cell phone addition: 227.27 million (March 2010 - 2011). Projected Tele-density: 1.159 billion, 97% of population by 2013. Broadband subscribers: 14.31 million (May 2012).

      TQM Sales and Marketing Service Delivery Network HR Finance

Initiate TQM projects Coordinate with all the departments Initiate green belt and Black belt projects Appropriate training for the project team

Kaizen Contests

     LUT to HUT Distributor training Tele-caller training Customer retention Reduce churn %

Reduce TAT in solving customer issue

IVR(interactive voice response)

 Reduce TAT for SIM activation

       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

Training Employee talent pool

Employee satisfaction Reduce attrition Select right candidate

Reduce employee accident cases

Support all other function Correct allocation of resources

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