This document discusses quality processes in telecom operators. It covers topics such as quality management systems, process maturity, typical processes like planning and operations, ISO 9001, Six Sigma, Lean, and cost of poor quality. It provides a high level process map and explains that quality results from quality processes. Processes should be managed by empowered teams and form the quality management system. The document also provides guidance on getting started with quality initiatives and introduces Ahmed Abdel-Dayem.

1. Quality in Telecom OperatorsAhmed Abdel-Dayem

2. Table of ContentsQuality & processesProcesses maturityTypical High Level Process MapISO 9001 as a quality management systemSix Sigma & LeanCost of Poor QualityHow to startAbout “Ahmed Abdel-Dayem”2Developed by Ahmed Abdel-Dayem

3. Quality & Processes3Developed by Ahmed Abdel-Dayem Quality products and services are the results of quality processes.

4. Processes are the activities carried out to transform input into output.

5. Processes takes place in many departments a cross an organization.

6. Processes are ongoing.

7. Processes shall be owned by authorized, empowered and competent employees (i.e. managers, head of departments…etc.)

8. Processes may be classified into:

9. Core Processes: like planning, design, implementation, operations (including sales and customer care) & maintenance.

10. Support Processes: like hiring, training, IT support, processing accounts payable and receivable.

11. Processes are not stand a lone. They are linked to each other (i.e. the output of the employees appraisal process is the input to the training and payroll processes)

12. Core processes are managed by cross-functional teams.

13. The collection of processes and their interactions forms QMS.

14. Processes represent the organization horizontally, whereas departments represent the same organization vertically. Processes Maturity4Developed by Ahmed Abdel-Dayem

15. Typical High Level Process Map fora Telecom operator5Developed by Ahmed Abdel-DayemOutput:Running Network,Products & ServicesOrg. Input:Vision,Mission,Strategy,Market Research andResourcesDesign & DevelopOperate & MaintainPlanImplementCore ProcessesMeasure & OptimizeCustomer FeedbackSupport ProcessesIT OperationsCorporate AffairsLogisticsFinanceHR

16. ISO 9001 as a QMS6Developed by Ahmed Abdel-DayemCLIENTCLIENTManagementResponsibility3- Check4- ActSatisfactionMeasurement,Analysis andImprovementResourceManagementRequirementsProduct /ServiceRealizationOutputDataInputDataProductService2- Do1- PlanPDCA Cycle