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TQM IN TELECOM
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).
Departments
TQM Sales and Marketing Service Delivery Network HR Finance
TQM
Initiate TQM projects
Coordinate with all the departments
Initiate green belt and Black belt projects
Appropriate training for the project team
TQM
Kaizen Contests
Sales and Marketing
LUT to HUT Distributor training Tele-caller training Customer retention Reduce churn %
Service Delivery
Reduce TAT in solving customer issue
Service Delivery
IVR(interactive voice response)
Service Delivery
Reduce TAT for SIM activation
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
HR
Training
Employee talent pool
HR
Employee satisfaction
Reduce attrition
Select right candidate
HR
Reduce employee accident cases
Finance
Support all other functionCorrect allocation of resources
Thank You