Productivity Improvement Techniques and Total Quality Management in Telecom Sector

Description: The project discusses the adoption of quality management as a description of the company's culture, behavior and organization, which aims to provide and continue to provide its customers with products and services that meet their needs. The culture requires quality in every aspect of a company's operations, including getting everything done at the right time and eliminating loss and waste from operations. Customers, internal operations and constraints do not come first. Customer satisfaction is seen as the topmost priority of the company. The company believes that if the customer is satisfied then it will get success. The company is sensitive to customer needs and responds promptly to them. In the context of TQM, 'caring for customer needs' goes beyond deficiencies and error reduction, and only meets certain specifications or minimizes customer complaints. The concept of demand has been expanded to embrace the quality of products and services that not only satisfy basic needs, but also include enhancing and differentiating attributes for competitive advantage. Continuous improvement in all operations and activities is at the heart of TQM. When it is recognized that customer satisfaction can only be achieved through the provision of high quality products, continuous improvement in product quality is seen as the only way to maintain high levels of customer satisfaction. Is. As well as recognizing the relationship between product quality and customer satisfaction, TQM also recognizes that product quality is a consequence of process quality. As a result, the company's performance is focused on continuous improvement. To achieve customer satisfaction, companies must respond quickly to customer needs. A successful TQM environment requires a committed and well-trained team that is fully involved in quality improvement activities. Such participation is complemented by a reward and recognition system that emphasizes the achievement of quality goals. Supports quality continuing education and training of all employees. Employees are encouraged to accept responsibility, communicate more effectively, and work more creatively and creatively. Over the last two decades, service organizations have adopted Productivity Improvement and Total Quality Management (TQM) as an effective management tool to improve their service quality. They have started showing keen interest in TQM by working on quality and related areas. TQM has become a major area of focus for practitioners, managers, and researchers because of its strong impact on business performance, customer satisfaction, and profitability. In the light of this, an attempt has been made to study and understand the theory and concept of TQM, its benefits as well as various aspects of service components and its classification. This study also explores the literature on the implementation of TQM in Telecom Sector. The findings of this study provide a rich contribution to present the various components of TQM theory, its role in manufacturing as well as services. This project can help business managers and quality practitioners to better understand productivity improvement techniques and total quality management, service system concept as well as TQM implementation in the service sector.