Telenor Pakistan implements several Total Quality Management practices to continually improve customer satisfaction and operational performance. These include adopting the TL9000 quality management system standard, following processes like Six Sigma and ITIL, conducting training programs, and measuring customer satisfaction through metrics like Net Promoter Score. Telenor also partners with suppliers while maintaining high selection criteria, monitors employee performance annually, and motivates workers by offering facilities, recognition programs, and opportunities for professional growth. The goal is to achieve excellence through continuous improvement across all aspects of the business.

1. TQM practices in Telenor Pakistan
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2. Group Members
Mahtab Ullah Aslam Kiani
Syed Nauman Kirmani
Riyan Imdad
Waqas Khan
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3. Total Quality Management
• A people-focused management system that aims at continual
increase in customer satisfaction at continual lower real cost
through continuous process improvement.
• It is the way of managing organization to achieve excellence.
• It is an enhancement to the traditional way of doing business.
• It is a is a proven technique to guarantee survival in world-class
competition.
• It is a is a management approach that aims for long-term success
by focusing on customer satisfaction..
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4. Scope of TQM
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5. Introduction
• One of five cellular GSM Mobile Company in Pakistan.
• Telenor acquired the license for providing GSM services in April,
2004.
• Telenor commenced its operations from Islamabad on March 15,
2005.
• Network coverage in more than 3000 locations and across all
major highways of the country.
• More than 30 million Subscribers.
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6. CONT…..
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7. Quality Management System
• Concept of quality in Telenor
Quality is the key aspect and it plays a pivotal role in the
growth of organization. Quality has strategic importance in
the organization.
• TL9000 Quality Management System
• Telenor is the only company of Pakistan who are complying
with TL9000 standards.
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8.  Telenor’s Motto
“Continual improvement through continuous implementation”
• Do it right first time, every time.
• They provide continuous improved high quality services and support
to meet customer satisfaction .
• They believe in consistent and regular improvement in every area.
• Six Sigma
• ITIL
• JURAN Trilogy
• Planning (Quality, RF and BSS planning)
• Control (Quality planning)
• Improvement (everyone is responsible)
Continuous Process Improvement
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9. CONT……
• Training & Development.
As a result of trainings, Telenor captures 22% of total
market in Pakistan.
• PDSA cycle
They make sure that planning ,implementation ,analysis
& their result works should be perform by the
corporation of all.
Check: Senior management continuously checking
performances.
Guidance and keep aligning with company vision and
mission statement.
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10. Customers Satisfaction
The most important asset of any organisation is its customers
• Complaint:
Prioritized by the Complaint Resolution Unit.
• Critical complaint:
• The manager attends.
• If about another customer, then the customer is warned at most two
times before the Complaint Resolution Unit.
• Feedback:
• Collected at call centers, franchise, website and customer service
centers.
• Customer Retention and Loyalty Department.
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11. Customers Satisfaction Gauge
• NPS (Net Promoter Score)
• Promoters (9-10)
• Passives (7-8)
• Detractors (0-6)
• How to measure
• Take Sample of Users.
• Formula : Promoter – Detractor (Passive has no impact)
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12. Customers Satisfaction Gauge
• CFL (Closed Feedback Loop)
 Identification of critical (loyalty-driving) touch points
 Customer is surveyed after interaction at critical touch points
 Frontline employee (or manager) calls customer back to gather direct feedback
 Improvement/learning: Cluster, analyze, and share feedback and key learning's
 Implementation of initiatives to reduce number of detractors and increase number
of promoters
It is a bottom up NPS approach.
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13. Supplier Partnership
The right vendor provides the right product, the right quality,
on time, at the right price with the right level of service.
ZTE, Fundamo & Huawei are current suppliers.
Selection Criteria:-
quality
price
terms
delivery
service
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14. CONT…….
Supplier Rating:
NSN 9/10
Acision 8/10
Huawei 7/10
ZTE 6/10
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15. Performance Measures
Telenor monitors the performance of its employees by the Annual
TDP .
Analysis done on department and requirement basis. 15

16. Employee
Employee Involvement:
Currently there are over 2500 employees working in Telenor.
"Their people are their greatest asset”.
• Communication: There is an internal communication
department which communicates with employees.
• Job Security:
Job is made permanent when the employee is at team
lead position.
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17. Employee
Employee Involvement:
Currently there are over 2500 employees working in Telenor.
"Their people are their greatest asset”.
• Away Day
• Employee Share Purchase
• Telenor academics
• Experience Opportunities
• Job Security:
Job is made permanent when the employee is at team
lead position. 17

18. Employee
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19. Achieving a Motivated Work Force
Facilities: For the employees like:
Pick and drop
DSL facility at home 50 % free.
Medical Facility to employee
 Paid Vacations
Mobile phone
Wall of fame (picture of department employees on
wall)
Cash Awards
Empowerment allowed up to some level.
Top level management must be informed. 19

20. Recognition and Reward
When any department works well then it will take
 Incentives
 wall of fame (pictures of department employees
on wall)
 Cash
 Awards
 cricket and badminton matches
 trips
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21. References
• TQM (3rd
edition by Dale H.Besterfield, Glen
H.Besterfield)
• Riyan Imdad ( Engineer Telenor Headquarters)
• Asim Ijaz (Engineer Telenor Headquarters)
• telenor.com.pk
• wikipedia.org
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22. Questions…..
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23. THANK YOU
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