Walking the Talk

Abstract:Argentina-based Telefónica Group was experiencing significant service issues with its mobile telecommunications service. The company had a wide variety of quality tools available to it and relied on its quality department to know which tool to use at which time. Process mapping and the SIPOC approach helped spot redundancies and errors that led to outages not being fixed. Control charts and box plots were used to identify low performance areas of the telecommunications network. Brainstorming identified 100 possible causes of poor performance, and Pareto diagrams, cause and effect charts and other tools narrowed the list down to four. Another brainstorming session led to preliminary solutions, which were organized with a prioritization matrix into 16 solutions applied companywide and 34 solutions given over to local teams to implement. Pilot tests, design of experiments, impact projections and impact matrices validated the chosen solutions. Telefónica used an implementation plan including new …

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