Q-Watch
Applying TQM to the change -Continued.
The culture requires quality in all aspect of the company’s operations, with processes
being done right the first time, all the time, and waste eradicated from operations.
In order to succeed with the change TQM requires us to:
Understand present and future customer needs in the outlet.
Identify the key problems in our workplace and work on them until they
approach zero-defect levels.
Lead by example and pollinate skills and knowledge in each other.
Promote a zero-defect philosophy across all activities in the outlet.
Develop feedback mechanisms to ensure continuous improvement.
QPRODUCT TIPS
INTRODUCING MTN XTRATIME
QCONNECT
.
Change management process is a quality
control process that keeps tabs on how
things were done before, how they can be
done better and the modalities to
transform from the observed to the
desired.
Change is not about throwing out old
procedures and processes but about
improving on them. It is not about the
individual throwing out his or her old self
but about improving on conduct, attitude
and service delivery. Change is about
constant improvement, about Total Quality
Management.
The QCONNECT edition for this quarter is
aimed at recognizing our walk-In centers
for their consistent adherence to the
business processes and procedures. Special
appreciation goes to them for being
exceptional. They are:
Maraba Connect Lite, Nasarawa -North
Kaduna Connect Lite 1, Kaduna -North
Agege Connect Lite, Agege.Lagos -West
Offa Connect Lite, Offa -West
Warri 2Connect Lite -East
Eket Connect Lite, Akwa Ibom -East
Now, customers can “borrow" airtime
whenever they need it and pay back at
their next recharge!
Yes! MTN XtraTime is here. The latest
addition to our life-enriching value
propositions, specially designed to
make the lives of our customers a whole
lot brighter! MTN XtraTime provides
emergency credit to eligible customers
to allow them continue communicating
even after they run out of airtime. MTN
XtraTime is only available to prepaid
customers. Other eligibility criteria
include:
SIM must be registered.
The Phone Number must
have been active for at least
12 months
A frequent recharge history
A main account balance of
between N0 and N12.
To register for MTN XtraTime,
customers should simply dial *606# to
access the XtraTime USSD menu which
will trigger a qualification process that
will determine if the cu stomer is
eligible for the service or not.
For more information please click here.
Closing the loop isn’t only about addressing
problems. It’s also an excellent way to find out
what our company is doing right -what sort of
experiences are wowing customers and turning
them into promoters -so we can do more of it.
The system provides immediate, compelling
reasons for CCR’s to up their game, fix
problems and come up with innovations that
will make for a better customer experience.
The ultimate goal is to develop a continuous
learning and improvement cycle -employees
reach out to customers who provide feedback,
identify service failures and faulty processes
through root-cause analysis, and take action on
those weaknesses.
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