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Research on Lean Six Sigma Applications to Telecommunication Service Quality Management

Author: YuanJin
Tutor: LvTingJie
School: Beijing University of Posts and Telecommunications
Course: Industrial Economics
Keywords: Lean Six Sigma Telecommunications services quality management Change
CLC: F626
Type: Master's thesis
Year: 2009
Downloads: 498
Quote: 4
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Abstract


Six Sigma Management Act and lean management is the effective management methods in recent years widespread concern in the business community of the two. However, these two methods organically combined and applied to organizational change activities, it can play a huge role has not been recognized by most people. Two management methods are not the same focus, with complementary strengths. Therefore, their combination can enhance the effectiveness of, and ahead of the competition in order to create competitive advantage. At present, with the continuous development of China's telecom industry, operators faced with many challenges. Revenue and user growth is slowing, ARPU declining values, 3G era whole business situation caused by fierce competition and so problems are solved carriers imperative. Therefore, to improve service quality, strengthen quality management to win consumers, an effective strategy to gain a competitive advantage. This article is the departure from the above two points, the starting point of the analysis of the Lean Six Sigma methodology to explore the current the Telecom Operators quality of service management related issues. Then depth analysis of the Lean Six Sigma management methods used in this advanced field of quality management of telecommunications services the necessity and feasibility. Focuses on the specific conduct Lean Six Sigma to improve project implementation process, as well as a means of improving quality of telecommunications services. Finally, this paper introduces the use of Lean Six Sigma to improve the bill objection rate (telecommunications service quality evaluation index one) empirical research, to show the concrete practice of Lean Six Sigma and its remarkable achievements. Lean and Six Sigma is well-known for the business community, but to effectively integrate and system in the country is also less. On the other hand, has always been the telecommunications service quality management focus of the industry, but previous studies focused largely on the quality of service indicator system, evaluation of service quality and other aspects. Improvements in service quality management research methods, most can only provide general principles, and the lack of specific implementation methods and means of control. The innovation of this paper is to explain the Lean Six Sigma, and improve as a new method used in the field of telecommunications services quality management, analysis of a specific implementation method to assess the actual operational level indicators and control means enhance service quality management, telecom companies have more practical significance.

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CLC: > Economic > Posts and Telecommunications economic > Telecommunications > Telecommunications business organization and management
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