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ASSIGNMENT
Students I.D:
Surname: RANA
First Name:
Module Code:
Module Name: Operation Management
Programme:
Submission Date: Thursday 30th June 2011
Assignment Name: Quality In Management
Process
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Quality In
Management
Process
Of Reliance
Telecommunication&
Tata Teleservices
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QUALITY PROCESS DEFINATION
Quality process uses a phased approachdesigned to support the entire product life
cycle from inception, design and
development, through rollout, to updates and
support.
Quality process works to clarify businessobjectives, layout a possible development
path, and generate rough estimate based on
assumptions.
Assumptions are examined and either
verified or brought into line with reality.
Quality process can help assess the place of
product or services in current and future
market condition and recommend technical
or design changes that would lead tobusiness advantage.
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Overview ofReliance
Communication
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http://www.relianceglobalcom.com/
Reliance Globalcom provides globalcommunications services to Service
providers, Enterprises and Consumers across
the globe through its high performance and
resilient global network.
With a service footprint spanning 230countries and territories, Reliance
Globalcom offers unrivaled reaches, depth
and breadth, with a flexible combination of
services to support the needs of its global
customers via a complete hybrid
proposition. Its ability to combine the best
elements of network ownership with access
to multiple carriers and technology
providers ensures its managed solutions
meet the specific requirements of each of its
customers.
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http://www.intecbilling.com/reliance-
communications.aspx
GROWTH OF RELIANCE
COMMUNICATION.
Reliance Communications Limited (RCOM)
is Indias foremost truly integrated
telecommunications service provider. Thecompany is looking to ensure flexibility in
biling, while maintaining scalability for its
rapid growing market, optimizing revenues
and minimizing revenue leakage.
The alliance with Intec began in 2002 with
the development of Intecs Singl.eView
convergent billing platform, followed by
Interconnect for inter-carrier settlement and
inter-mediates for mediation.
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Intecs Singl.eView solution enabled
reliance communication to support diverse
business needs, both in scale andfunctionality, giving the company critical
time-to-market advantage.
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http://easyinv.blogspot.com/2011/03/relianc
e-communications-achilles-heal.html
TO WHAT EXTENT R.COM IS
SUCCESSFUL AND WHERE IT LACKS
BEHIND IN SATISFYING CUSTOMERS
NEED ACCORDING TO QUALITY
PROCESS
Reliance communication has largely
satisfied its customers to a great extent.
And this is the reason it has earned a large
market share.
Compounding to the competition (+) huge
loan book of about Rs. 30000 crores (+)
huge cost incurred for dual license: GSM
and CDMA (+) 2G Scam have been
R.Coms headache. Compounding to this is
the Number portability issue, which gaveIndian mobile phone users the options to
retain phone number while the customer can
switch his operator. As a result dissatisfied
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customers are free to switch over to some
other company
Rather than satisfying the exiting customers
with better quality and facility, R.Com was
busy selling new, cheap model mobile
phones. And they were busy adding up
number of subscribers, only to see them
switch to other companies due to poorservices.
Now a report states that less than 5 million
cellular subscribers had opted to switch
carriers using the mobile number portability
option. Of these a net 1,92,761 customers
switched to unlisted Vodafone Essar, while
Idea cellular was next, with net gains of
1,50,789 customers. But Reliance
Communications was a net loser of 3,06,417
customers.
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OVERVIEW
OF
TATA
TELESERVICE
COMMUNICATIONS
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http://www.tataindicom.com/t-aboutus-tts-
organiztion.aspx
Tata Teleservices Limited spearheads the
Tata Groups presence in telecom sector.
The Tata group includes over 90 companies,
over 3,95,000 employees worldwide and
more then 3.5 million shareholders.
Incorporated in 1996, Tata Teleservices is
the pioneer of the CDMA technology
platform in India. It has embarked on a
growth path since acquisition of Hughes
Tele.com (India) Ltd by the Tata group in
2002. It launched mobile operation in
January 2005 under the brand name TATA
INDICOM and today enjoys a pan-India
presence through exiting operation in all of
the Indias 22 telecom Circles. The company
is also market leader in the fixed wirelesstelephony market. The Telecom Regulatory
Authority of India through independent
surveys has rated the companys network as
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The Least Congested in India for six
consecutive quarters.
Tata Teleservices Limited has also become
the first Indian private telecom operator
to launch 3G services in India under the
brand name Tata DOCOMO, with its recent
launch in all nine telecom circles where it
bagged the 3G licenses. In association withits partner NTT DOCOMO, the company
finds itself favorably positioned to leverage
this first-mover advantage. With 3G Tata
DOCOMO stands to redefine the very face
of telecoms in India. Tokyo-based NTT
DOCOMO is one of the worlds leading
mobile operators- in Japan; the company is
the clear market leader, used by nearly 55%
of countrys mobile phone users
The Tata Teleservices Limited bouquetcomprises four other brands as well Virgin
Mobile, Walky (which is the brand for fixed
wireless phones), the Photon Family (the
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companys brand that provides the verity of
options for wireless mobile broadband
access, and T24). TTSL recently enteredinto strategic partnership agreement with
Indian retail giant future groups to offer the
mobile telephony services under a new
brand name- T24- on the GSM platform.
Today Tata Teleservices Limited along withTata Teleservices (Maharashtra) Ltd, serves
over 85 million customer in more than
4,50,000 towns and villages across the
country, with a bouquet of telephony
services encompassing Mobile Services,
Wireless Desktop Phones, Public Booth
Telephony, and Wireline Services.
TTSLs bouquet of telephony services
includes mobile services, wireless desktop
phones, public booth telephony, wirelineservices and enterprise solutions.
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http://www.tata.com/company/profile.aspx?
sectid=5UOAOqSGf7Q
The Joint Ventures, subsidiaries,
associates
Tata Teleservices (Maharashtra):
formally Hughes Tele.com (India)
Virgin Mobile India: a brand
franchise arrangement with Virgin
Mobile Group
Tata DOCOMO: joint venture withTokyo-based NTT DOCOMO
T24: Strategic partnership with
Future Group
Viom: merger of telecom tower
operations of TTSL and Quippo
Telecom Infrastructure
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Location:
The company is headquarted in Mumbai,
India
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http://www.medianama.com/2010/09/223-
tata-teleservices-issues-genius-fail-statement-against-voice-telemarketing/
TO WHAT EXTENT TATA
TELESERVICES LTD IS SUCCESSFUL
IN SATISFYING THE CUSTOMERS
AND WHERE DOES IT LACK BEHINDIN SATISFYING THEIR NEEDS.
As discussed above Tata Teleservices
Limited is emerging with variety of products
to satisfy its customers.
And it has been successful in satisfying its
customers to a large extend.
But there is also a negative side of whereTata is lacking behind in satisfying the
customers.
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Under criticism, and clearly identifiable as
one of the major sources of SMS SPAM
Tata Teleservices (TTSL) is trying to shiftpublic perception towards telemarketing
calls.
Hypocritically, TTSL is strongly
condemning these calls, suggesting that
while voice calls are nuisance, SMS SPAMis just disturbance. Its ridiculous justification
about this was: email and text intrusion,
though not a happy intrusion are far more
acceptable than telemarketing voice. The
opinion of the customer is that He was
getting 3-4 spam calls a month, and was
getting 2-3 spam SMS a day.
While it is easy to identify where SMS are
coming from, which is why TTSL gets much
of the blame, one cant quite tell whichtelecom operator is servicing the calls
centers. But the question here is was there as
many calls, as there are SMS?
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According to the crowd-pleaser-statement,
Just because some of the glitterati do notfind time to put their number into the NDND
(National Do Not Disturb) registry, the
system is not able to block by design such
intrusion into their privacy
TTSL is just drawing even more attention toitself.
So there is a quick fix suggestions from a
customer to TTSL that: Put a price on your
pipe; stop selling SMS like a commodity.
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SOME OF THE COMPLAINTS OF
CUSTOMERS USING TATA
TELESERVICES LTD.
One of the complaint of customer using
Tata Indicom was: Customer was not
preferring to call in customer care since
last one year as the line of Tata
Customer Services was always gettingbusy and was not be able to connect to
any customer executives.
Another customer complained that
he had booked for a broadbandconnection. He even got in touch with
the sales person and he visited
customers residence, as per procedure
even collected all the necessary
documents and the customer paid him
500/- as cash 50/- as his charges. Hewas promised that the connections in 2
days but has not received it yet.
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Next is the case ofcustomer
harassment:Here even though the
customer paid his outstanding billsamount before the due dates and no
dues was pending from his side, still his
outgoing and incoming calls were
banned.
Caller tunes does not work:Anothercase was of caller tune activation. As the
caller tune was not activated and the
charges of it was cut from the balance.
When the customer tried it once again
the same problem was repeated.
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Ridiculous behavior of the service
people: This was the case of customer
staying in Bangalore who took a newconnection of Internet and was working
good initially, but later showed lots of
problem in connecting. When customer
tried to connect to the services people he
was not giving a good and satisfying
response. And the services peopleanswered him very rudely.
These were some of the complaints of
unsatisfied customers.
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http://essaysforstudents.com/print.htnl?
essay=305/3
COMPETITIVENESS OF RELIANCE
COMMUNICATION WITH REFRENCE
TO IMPROVEMENT OF QUALITY OF
PRODUCT
The cost competitiveness of large telecomcompanies, caused mainly by the sheer size
operations, along with the low tariff on
network service, have enabled these
companies to offer lower call rates,
improved service facilities and promotional
schemes and offers. This facilities high
retention rate of consumers due to increased
customers loyalty as well as attracting new
users of the services together.
Airtel which is one of the competitor ofReliance Communications was the first
cellular service provider to start customer
centers, where customers could pay there
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bills, apply for new connections and touch
and feel new handset models. While
Reliance Communications provides CDMAhandsets for as low as Rs 2000 and is
steadily slashing STD and ISD call rates. Its
trademark Web world outlets are a one-step
shop for all related services for Reliance
customers.
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http://www.tatateleservices.com/t-aboutus-
affirmative=action.aspx
COMPETITIVENESS OF TATA
TELESERVICES IN REFRENCE WITH
IMPROVEMENT OF QUALITY OF
PRODUCT
Tata Teleservices Limited believes that foraccelerating growth and competitiveness in
the rapidly developing economy,
organizations must promote and expand
job/income generation opportunities for all
the sections of the society in the workplace.
Tata Teleservices Limited recognize that
diversity in the workplace positively impacts
business. For the socially disadvantaged, the
company will create equal employment
opputunities.
It also will also undertake initiative that will
increase generation potential for the socially
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disadvantaged communities.
It will also encourage development ofbusiness entrepreneurship from members of
the socially disadvantaged communities
through their participation in the companys
Distribution Channels and other business
arenas on the basis of equal merit.
It will undertake to provide scholarship and
help materially and through various other
initiatives like voluntary coaching /
mentoring of meritorious / deserving
students across the country.
Affirmative action initiatives will conform
to the Corporate Sustainability objectives of
Tata Teleservices and will aim at developing
the disadvantaged sections of the society.
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Task (b)
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Definition Of Six
Sigma And TQM
http://www.businessballs.com/sixsigmadtifa
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ctsheet.pdf
WHAT IS SIX SIGMA?
In statistical terms, the purpose of Six Sigma
is to reduce process variation so that
virtually all the products or services
provided meet or exceed customers
expectations. This is defined as being only3.4 defects per million occurrences.
http://en.wikipedia.org/wiki/total_quality_m
anagement
WHAT IS TQM?
TQM i.e. Total Quality Management is an
integrative philosophy of management for
continuously improving the quality of the
products and processes. It is used around theworld the world.
TQM functions on the premise that the
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quality of products and processes is the
responsibility of everyone who is involved
with the creation or consumption of theproducts or services offered by an
organizations.
But as we have to discuss any one theory out
of it so I would like to choose SIX SIGMAand like to give a descriptive idea of it.
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THEORY
OFSIX SIGMA
http://www.businessballs.com/sixsigma.html
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Six Sigma is now according to many
business development and qualityimprovement experts, the most popular
management methodology in history.
Six Sigma is certainly a very big industry in
its own right, and six sigma is now an
enormous brand in the world of corporate
development. Six Sigma began in 1996 asstatistically based methods to reduce
variations in electronic manufacturing
process in Motorola Inc in the USA. Today
twenty-something years on, Six Sigma is
used as an all encompassing business
performance methodology, all over the
world, in organizations as diverse as local
government departments, prisons, hospitals,
the armed forces, banks, and multi-nationals
corporations. While Six Sigma
implementations continues apace in many ofthe world s largest corporations, many
organizations and suppliers in the consulting
and training communities have also seized
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on the Six Sigma concept, to package and
provide all sort of Six Sigma branded
training products and consultancy andservices. Six Sigma has also spawned many
and various business books on the subject.
Six Sigma, it might seem is taking over the
world.
Six Sigma is arguably a very clever way ofbranding and packaging many aspects of
Total Quality Management that exist in their
own right, regardless of the development of
Six Sigma.
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SIX SIGMA
IN ACCORDANCETO RELIANCE
COMMUNICATION
As we have seen in the discussion of level of
satisfaction and dissatisfaction of Reliance
Communication that there are many
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customers which are dissatisfied with the
services of Reliance Communication.
Six Sigma is the process of reducing the
variations so that it can virtually meet the
customers expectation.
Here customers of Reliance
Communications are dissatisfied as ratherthen satisfying and concentrating on its
current customers with better quality and
facility, R.com was busy selling new cheap
model mobile phones.
If the Reliance Communication applies Six
Sigma process it can redefine its vision and
regain the confidence of customers. By
doing this it can bounce back. N secondly it
can even trigger desperate strategic
partnership.Due to this many variations that are
occurring in providing services can be
reduced.
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Thus Six Sigma can be a good tool for
Reliance Communication to satisfy itscustomers.
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Poor customer services
TATA Indicom is scam
Harassement of customers!
Caller tunes does not work
Ridiculous behaviour of Tata
Indicom services people.
New connections problem, etc.
By using Six Sigma concepts Tata
Teleservices can improve its services in the
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above references
By applying Six Sigma TTSL can providebest customer services as it can appoint the
best staff who are well trained in Six Sigma
field who are experts in maintaining
relationship with customers.
Secondly by applying this knowledge theemployees working in the TTSL can meet
the requirements of customers expectations.
By this TTSL can get a good customer
feedback and the customers will show more
interest in the companies new developments.
Thirdly by applying Six Sigma TTSL can
fix its position in the market by enlarging its
customers base.
So there are many benefits of applying Six
Sigma concepts for bith Reliance
Communication and TATA Teleservices
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Limited.
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REFRENCE
1. www.qualityprocess.com
2. http://essaysforstudents.com/print/html?
essay=30513
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3. www.relianceglobalcom.com
4. www.tatateleservices.com
5.
www.tataindicom.com6. www.tata.com
7. www.medianama.com
8. www.complaintsboard.com
9. www.businessballs.com
10. http://en.wikipedia.org/wiki/six_sigma
11. http://easyinv.blogspot.com/2011/03/reliance-communications-achilles-
head.html
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EVALUATIONSAND
RECOMMENDATIONS
According to my study for both the
companies, RELIANCE as a well knownambani group has been well known sinceyears on national as well as internationallevel. Moreover TATA GROUP OF
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COMPANIES holded by the greatbusiness tycoon ratan tata has also showna good performance since years of the
business industry and the service sector.
Both the companies havebeen well known for targeting not only theupper higher class but also the middleincome group as in the countries like Indiaa huge amount of population consists ofmiddle income group. Reliance has done agreat job in the service sector which hasbeen the most grooming sector in thewhole world .since years and years of thebusiness being established reliance hasshown
a positive graph insipte of facing theburden of huge loans and the 2G scams.
On the other hand, TATA GROUPOF COMPANIES have also shown atremendous growth in the groomingservice sector. recently the company hasannounced that they are going to openthere own offices where in they wouldappoint ladies who are not able to go forthe full time job due to their family and
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children, as a result they would assignthem part time jobs where in they cancome anytime and go according to their
own wish after completing the work.