Professional Documents
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TQM in Mobilink
TQM in Mobilink
Reshaping Lives
Submitted To:
MADAM SAIRA TAJDAR
INAMULLAH KHAN TAJIK HAMEEDULLAH KHAN WAJID ALI M.ALI SHAH SYED HIZBULLAH
Submitted By:
Table of Contents
1. Introduction
1 Acknowledgement 2 Group Introduction
2. About Organization
3 4 5 6 7 History And Background Information Products And Packages Electronic Communication Mission, Vision Of Mobilink Structure And Hierarchy
3. TQM
8 Definition 9 Six Basic Approaches
4. Conclusion
10 Suggestions And Recommendation 11 Conclusion 12 Appendix
5. References
Acknowledgements
First of all, our most sincere thanks are due to our Allah, the merciful, without whose benign consent this piece of research work would have been impossible. Our special thanks goes to our parents and kind teachers whose help and support and special prayers went along each and every stage. Then of course, the Manager Service Center Mr.Ardisher Kiyani, who was generous enough to spare his precious time and was always accessible, Manager Customer Services, Mr. Shabbir Khan, who made himself available every minute we met him for questions and for the vital information regarding the company and all the employees whom we met for our queries.
Group Introduction
This is a group assignment done on the practices of Total Quality Management and its Basic Concepts in Mobilink, by five students of MBA (HRM) 3 rd semester, of Institute of Computers and Management Sciences, Hayatabad Peshawar.
Inamullah Khan Tajik M. Ali Shah Hameedullah Khan Syed Hizbullah Wajid Ali
We visited the company for several times and make interviews with the management and staff of the company.
Mobilink is the largest and most dependable mobile service provider in Pakistan. Started in 1992, by Motorola as the pioneer in GSM mobile technology in Pakistan, Mobilink soon became the nationwide language of mobile phones. Highly advanced technology, excellent network coverage and flexible phone packages made Mobilink a success. It became the mobile phone service provider for official use and the general public. Later on, due to some management setback, Mobilink did suffer a bit of slow down until taken over by an Egyptian Communication Company, Orascom Telecom. The highly professional management and sound Policies of Orascom soon revived Mobilink in Pakistan and put it back on track. Today Mobilink has million of customers all over Pakistan, giving them highly dependable service even in the most remote and hard to reach areas in Pakistan.
No daily charges Low outgoing rates Now life time validity of Jazz Scratch Cards. Both the products have their own salient features:
Special Rates for Friends and Family Hour of free calls Best connectivity Excellent International Roaming
ELECTRONIC COMMUNICATION
Mobilink also provides different electronic services on mobiles and nets.
G-Mail
This is an added benefit that your friends, family and colleagues can now send you e-mails of up to 160 alphanumeric characters on your mobile from anywhere in the world using their own e-mail accounts. You get your own G-Mail address "0300(your MOBILINK GSM number) @mobilinkgsm.com" which becomes your mobile e-mail "G-mail" account. This service is available for Star subscribers (Post Paid) only.
VISION
To be the leading telecommunication services provider in Pakistan by offering innovative communication solutions for our customers while exceeding shareholder value and employee expectation.
We met the Customer Services manager and Customer Center Manager for our discussion and queries about Mobilink. They discussed about the Customer Services department in detail. Customer Service is divided into three zones North, Central South
Every zone has its own Director. Centrally there is one VP (Vice President) of Customer Service and three Directors. Further these zones have its own regions. North has two Regions. Central and south has four Regions. Every region has its own manager who is known is RM (Regional Manager) Service Center Managers and all the franchises report to the Regional Manager.
The purpose of TQM is to provide a Quality Product or Service to customers, which will in turn increase productivity and lower cost. With a higher quality product and lower price competitive position in the market place will be enhanced. There are six basic approaches of TQM. We will apply all these on Mobilink and see how successfully Mobilink practices these basic concepts of TQM.
As for external customer Mobilink gives superb Customer Service. It never lets a customer leave Mobilink. Customer Services Officers take good care of the customers complaints no matter where it is coming from, a top executive of a multi-national or a farmer in the remote northern areas. We were told that if a Mobilink customer wants to discontinue Mobilink services, the customer services provide him/her with a free Sim to be used any time in future, so that a customer is not lost even then.
5. SUPPLIERS AS PARTNERS:
In any organization, suppliers are of vital importance. A partnering relationship rather than an adversarial one must be developed and maintained with suppliers. It is suppliers, which can boost a business or sack it by timely or delayed supplies. Life Time Relationship: Mobilink believes a lifetime relationship with its suppliers. Right from the scratch when optical fiber is fixed underground to the final stage when Sims is made for customers, Mobilink stays in good terms with its suppliers knowing its importance. Main servers technically known as HLR (Home Location Registers)
and VLR (Visitor Locator Register) are made by Motorola and Alcatel, two U.S. firms and Siemens a German firm, well known for its quality and performance. Sims Imported: Sims is imported from Germany and China by long time suppliers of the same product. The Antenna or towers as usually known (BTS) are manufactured by companies like Nokia and Siemens. With passage of time, these towers are now locally manufactured by small Pakistani companies and Mobilink encourages them also.
Network:
6. PERFORMANCE MEASURE:
Performance measures such as up-time, percent non-conforming, absenteeism and customer satisfaction should be determined for each functional area. These measures should be posted so that everyone can see it. At Mobilink, all these measured are seriously dealt with. Customer Satisfaction is on top of course. Employees performance is monitored. Rewards: They are given targets to achieve and upon successful completion they are given rewards for motivation. For example on achieving 10 Million customers the salary doubles or triples. Basic salaries are being enhanced. Categories are set for pays Group known as A2, with basic of 30,000 and A1, which is higher. Appraisals are given every year even if no promotion is given.
We Suggest and recommend the Mobilink GSM company the following points (which we got from our research project on this Particular company) so that by paying attention to these point Mobilink can go further in the long way to success and can get a stabile stand in the market. 1. Mobilink must pay attention to such a competitive market they r at and take step toward it. 2. Mobilink Only Focus on their current customers and they dont pay attention to prospect customers and that is why no prospect customer switch to MOBILINK they go for other connections due to following reason. 3. The high call rates, and Sms Charges, and also they high charge for the Connection Parches compare to its competitors.
4. Company must hire experts People in its administration to compete with environment.
CONCLUSION
TQM is a proven technique to guarantee survival in world class economy. As we have seen the purpose of TQM is to provide a quality product or service to customers which in turn will increase productivity and lower the costs. For any company to be successful in today's competitive world, following the six basic concepts of TQM is simply indispensable.
APPENDIX
Interview Questions
1. What is the History of Mobilink? 2. What is the Hierarchy of Mobilink? 3. Is management properly supporting the Organization? 4. How is the co-ordination between management and internal customers? 5. Are internal customers satisfied within the organization? 6. Is management give time to their internal customers? 7. How do you treat the external customers?
8. Are the employees well trained in their job? 9. Is there any policy for internal customers to train them? 10. Do you strive to improve the production process?
REFERENCES:
1. Mr.Ardisher Kiyani Ph No: 0092-300-8509955 Manager Customer Services Mobilink, University Road Peshawar. 2. Mr.Shabeer Khan Ph No: 0092-91-5704873-4 Manager Customer Relation Mobilink, University Road Peshawar.