Presented to the Department of Department of Decision Sciences and Innovation

De La Salle University
Term 1, SY 2022-2023

In Partial Fulfillment of the course

COBQUAL V24

Quality Improvement Plan for Globe Telecom, Inc.

(Draft)

Submitted by:
Buenaventura, Reign Catahan
Sabio, Nathalie Gael Paje
Diwa, Dazzell Ann Cruz

Submitted to:
Dr. Marita T. Salandanan

Submitted on:
November 30, 2022
 I. Background of the Company

Globe Telecom Inc. (GLO) was established on the 16th of January 1953 as Globe
wireless limited franchise that would be able to operate with long-distance message services in
the Philippines. However, they later changed their name to the Present in the year 1992. GLO is
a telecommunications company that provides digital wireless communication services
nationwide and provides three (3) brands you can choose from such as Globe Postpaid, Globe
Prepaid, and TM Using a fully digital network. The company is also able to provide and offer
domestic and international long-distance communication services and or carrier services. There
are currently over 86.8 million subscribers, 3.5 million home broadband customers, and 1.3
million landline subscribers. In addition to this, the company’s target market is individuals who
are aged 25 - 45 years old.

II. Problem Identification

 Figure 1. Pareto Chart of Globe Subscribers' Concerns According to Complaints Board

Based on 40 narratives and feedback from Globe subscribers, the group was able to
identify seven recurring defects in the presented database. Meanwhile, 13 individuals (32.5%)
stated that Globe Telecom continues to charge them service fees despite having their
subscriptions canceled already. Moreover, additional comments state that they are being charged
fees for the wrong promotion plans. The second most recurring defect is having a poor internet
connection or even no signal at all (17.5%) along with ineffective customer service equally
(17.5%). Moving on, the absence of customer service is the third most present factor contributing
to these defects. According to the netizens’ comments, they have experienced difficulty getting
in contact with staff (12.5%) that will assist them with customer concerns and inquiries.
Additionally, the response rate is perceived to be low given that clients are evidently unattended
when necessary. In line with this, 4 out of 40 people (10%) expressed their frustrations as they do
not seem to enjoy the promised value they have paid to the company. Lastly, slow technical
assistance (7.5%) and delayed scheduled repairs (2.5%) are the factors that are also recognized
as defects in Globe Telecom’s quality concern.
III. Root Cause Analysis

Figure 2. Fishbone Diagram of Globe Subscribers’ Concern and Their Causes

As seen on the Fishbone Diagram above, there is a multitude of factors that contribute to
the growing concerns of subscribers with regard to Globe’s services. Among all of them, the
top six concerns are the following: Poor Customer Service, unwanted spam messages, not
getting the services they paid for, slow internet, unnecessary billing charges, and lastly
delayed scheduled repairs. With that, most of the concerns presented in the diagram can be
attributed to the lack of manpower in Globe. Moreover, the relationship between workforce
and business initiatives is straightforward: Productivity is inversely correlated with
manpower. A corporation can take on more projects or execute them more quickly the more
individuals it has ready to work. On the other hand, firms are unable to finish projects if
 there is not enough labor. Lack of productivity results in lower income and profit, which in
some situations makes it impossible for the business to remain open.

References

Globe Telecom: Reviews, Complaints, Customer Claims. Complaints Board. (2022). Retrieved
November 30, 2022, from https://www.complaintsboard.com/globe-telecom-b116682

Company information. PSE Edge. (n.d.). Retrieved November 30, 2022, from
https://edge.pse.com.ph/companyInformation/form.do?cmpy_id=69