Vodafone will use several TQM tools to analyze and improve the quality of their services. A scatter diagram will compare total customers to those with service problems. A flowchart will map the process for resolving customer issues. Statistical process control charts will monitor service uptime by tracking non-working time as a percentage of total time and setting upper and lower control limits.

1. Practical Lesson 5 - Group 01 IPYGO
We’re going to explain some TQM tools aplied to our firm, Vodafone.
- Scatter Diagram: we can use this tool to compare total number of customers with
number of customers with problems related to our service. That would be a good
performance indicator about the quality of our services.
- Flowchart: this tool can be used in order to describe the process our firm follows to
solve customer’s problems with our services.
- Statistical Process Control Chart: we will use this tool in order to control our services
working time. We will get the stadistical number comparing non working time with the
total time of each service in percentage, so we will get an upper and lower control
limit.