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