Download - Tqm practices in telenor pakistan
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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
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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
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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
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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
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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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