Big, global telecommunication companies need to regularly improve processes, which they term business transformation, especially that technology is changing all the time, making the competition easily catch up.
An article on Telephony Online shares how telcos try to improve their technology and at the same time improve their customers’ experience.
For AT&T, for example, Mark Francis, vice president of AT&T enterprise architecture for AT&T says, that in the core of most [service provider] networks, they are running at six sigmas. But the customer experience of those networks is running at three sigma. What lowers the sigma is order delays and billing.
And so for these telcos, their primary goal is to bridge the gap. Or better yet, be consistent and conscious in terms of deploying Six Sigma in all areas of the business. Besides, if the organization is running on Six Sigma already, I think it’s going to be easier to rub it off to the other processes as well.
Read: Management World: Transformation still job one for global telcos
