Improving customer satisfaction in the telecommunication company MTN by applying ETOM and SIX SIGMA methodology

Abstract

Telecom companies seek to improve the quality of provided products and services in order to enhance customer satisfaction. Within the framework of continuous improvement is the development of processes management in an effective manner by documenting, monitoring, measuring and developing them in order to reduce the percentage of errors to the lowest possible level, and thus improve key performance indicators to ensure the provision of high-quality products and services.

The ETOM is an integrated framework issued by the Telecommunications Standardization Sector (Telecommunications Management Forum, 2010) as it provides a unified standard method for representing, modeling, analyzing and managing all operational and administrative processes in the telecommunications sector. But the ETOM lacks a mechanism that ensures performance evaluation of operations, monitoring and continuous improvement in order to reduce errors and continuously improve key performance indicators, which are reflected in the quality of services. Therefore, Six Sigma has been applied to these processes, which is a statistical measure of performance that describes processes and identifies their problems and errors. Six Sigma relies on the methodology of minimizing errors in order to reach near perfection.

In order to achieve the objective of this study, the processes related to improving the level of customer satisfaction in the telecommunications companies were identified, and they were modeled and analyzed according to the proposed ETOM framework. Then we applied a Six sigma methodology to these specific processes to detect errors and fix them by formulating a set of hypotheses and preparing a questionnaire form that was distributed to the study pool consisting of (126) individuals. The study relied on the analytical descriptive approach and through the (SPSS) program for data processing.

The most prominent results of the study concluded with clarifying and documenting the gaps in the processes that must be improved in order to enhance customer satisfaction, with a proposal to work on. This research aimed to clarify the feasibility of applying ETOM and the six sigma methodology on the operations of the MTN, and to clarify how it reflects on the service provided and customer satisfaction, which encourages the generalization of these principles on the various operations of the MTN communications company.