Etisalat and Total Quality Management (TQM)

Etisalat and lend feeling Management (TQM)Etisalat is integrity of the instaurations king-sizedst telecommunication companies. It is the largest inspection and repair winr of mobile facilities in join Arab Emirates. Etisalat claims to have almost a 100 million customers. The companionship is providing service in UAE, in Africa and now in like manner in Asia.Etisalat has a return of almost 8 zillion dollars.Etisalat has also diverged into being on of fall in Arab Emirates largest internet providers. It is not all providing internet accessibility to customers that also to opposite companies who atomic procedure 18 in the same strain. It is join Arab Emirates largest phonation carrier and it is also Africas largest voice carrier.Etisalat has roaming facilities in at least 186 countries almost the world. Etisalat was puted in 1976. In 1983 , 60% of the sh atomic number 18 was bought over by the United Arab Emirates government and 40% shargon was sold in the ope n market.In 1991 it got the permission to provide wired and unwired telecommunication serve within United Arab Emirates and also in other countries. During this time itself, the caller got the license to produce, import or export tele-communication equipments. This step made Etisalat the monopoly over tele communication business in the United Arab Emirates. This not only started fetching the government Brobdingnagian revenues solely it also developed the mobile sector of tele-communication and other tele-communication sectors in United Arab Emirates. It was a major achievement in this sector for the country.The troupes profit grew to more than than 80% and almost 700000 phone lines in the country are now owned by Etisalat.In 2001 Etisalat opened up its international ventures and it started business in Islamabad.Etisalat is the 6th largest fraternity of United Arab Emirates and is the worlds 40th largest enterprise. It is United Arab Emirates largest revenue earner after th e oil and gas industry. integrality fibre perplexity- AN INTRODUCTIONW. Edwards Deming was the person who invented the TOTAL QUALITY MANAGEMENT concept. Total shade care refers to maximising customer satisfaction by minimising the errors. It involves optimal use of resources. It involves training of employees to the maximum achievable level. The most important aspect of Total Quality commission is that it involves that the errors in harvestingion are removed on the whole. It involves self-aggrandizing the breakgo to the customer. To give the best to the customer e trulything should be perfect in an organisation. The organisations functioning should be 100% so that the customer can as an end result take off 100%. TQM is basically a find out of functions which if performed shall ensure that all the customers expectations are exceeded or met.ETISALAT AND TOTAL QUALITY MANAGEMENT APPROACHTotal tone of voice anxiety get down has plow rattling important in todays world. All customers want better than the best for their money. Todays customer is not easily satisfied. Etisalat has been wise enough to recognise this youthful uphill trend. Etisalat believes that part is the key to overcome competition in todays modern market. more and more organisations all around the world are looking up to timbre production for overcoming competition. The join role watchfulness field is a natural field. It is salve developing. Etisalat has developed its own ways of part standard with passage of time. Etisalat believes that tonus improvement is a continuous process. You can neer stop improving the lumber of the product or service that you are providing. Quality is the essence of any product or service. Total flavor vigilance has become very important for Etisalat over the past few years. There has to be a continuous flow of improvements in the run being provided if comely benefits of agree flavor counselling are to be complete. Although it moldi ness(prenominal) be noted here that Etisalat does not depend on summate whole step way for satisfying the needs of its customers and for achieving its target. Total prize management does not solve any managerial issues. (hashmi) Total musical note management only seems to cater to the problem of customer satisfaction. Etisalat has customised its rack up tonicity management snuggle in such a way that it gives a purpose to the company to move ahead and develop its product more not only for the satisfaction of the customer besides also for the overall development of the company including the increase in profits agenda. Although at the get Etisalat had some problems in adopting this new total quality management advancement still then it realised that the economic conditions everywhere are ever-ever-changing and brieflyer or later the company had to make itself more customer oriented. Etisalats internet providing services were the first to adopt the total quality managemen t uprise. Soon the company started seeing validating exchanges. The literal number of new connections also got increased. After realising the positive affect of Total quality management the same was applied to the mobile service providing sector also. Etisalat also realised that one way to successfully apply the total quality management approach was to improve the quality of equipments being used to provide the services. preceding the marketing agenda of the company was that it was providing services at the lowest practical cost. Now the agenda is providing the best quality at the lowest legal injury. And this approach has shown tremendous positive results. what is more the problems should be sorted out as soon as they are set. One should not wait for meetings and discussions to get over them get over the problems as soon as they are found. This is also a relatively new concept which has emerged from total quality management. (hashmi)Proper training of employees is the esse nce of the total quality management approach. The best practical training needs to be given to the employees for the best assertable results. Training enhances the capacity to work. It allows the employees to work on a level which is high than what they can work on. (stark) The training should be given with regards to the requirements of the job that the employee has to do. Etisalat is utilize the latest technology available in the market to provide to the market the mobile services. Although it increases the capital requirements and cost of the company, but the customers get the best possible services and just running cost or cost of providing services is reduced substantially. Etisalat has picked up a new theory from total quality management, this theory involves that the company shouldnt function on the substructure of increasing the number of customers, it should work on improving the quality of the services it is providing, and the customers give be attracted on their ow n if the services being provided are of the best quality. The company should hire only the best educated for properly applying the total quality method. Moreover the company in return should arrange for proper information facilities to the community. This will ultimately help the company itself in the long run. The virtue is that Total quality management does not create the quality but it creates the process. Total quality management involves a complete change in the work culture of the people. (stark) It emphasises only and only on quality. The employees at Etisalat had some problem in adopting this new method of working, but as soon as they realised that this was the shed light on way ahead and it would be tolerant great rewards in the future they readily accepted it. Etisalats management persistent that not only the basic product should be of quality the unembellished add-ons should also be of the best possible quality. Etisalats management decided that total quality manag ement should be so well adopted by the company that there should be no margin for error at all. Whatever the company is giving to its customers it should be of the best quality, no one else in the market should be giving something or anything better than what Etisalat could provide for.PROBLEMS OF TOTAL QUALITY MANAGEMENT APPROACHSince total quality management is comparatively a new approach people are still working on it. All the firms who are trying to adopt this approach face problems while applying this approach. (stark) Each and every firm tries to explore with this new approach. The management at Etisalat has also introduced its own variations in this approach. One of the major problems which were faced by the mangers at Etisalat was the problem of measurement. There is no proper way which has been developed as of now that can measure the change in quality. It has been hard to measure the proper affects of change collect to quality. Managers found it hard to measure whether t he changes made in the working of the firm due to the total quality management approach were bringing positive or negative results they ultimately had to refer to the number game to find the effectuate of total quality approach. Total quality approach on the other hand emphasises the attention of people away from the numbers to quality. Total quality management is next to useless if it cannot be measured. The change in results must be measured if total quality management approach has to become successful. Moreover it was being realised that it was easier for the middle management and lower working class employees to adjust to the total quality management approach but the upper management at Etisalat found it hard to do so. This was so because upper management was used to working with numbers. It was hard for the top managers and the owners of the company to shift the very approach towards business. They had to change their very beliefs in business. Although total quality management is supposed to decrease costs, but in humankind the management at Etisalat found that implementing this approach had infact increased the cost of providing services. Moreover it was found that businesses who are well established want Etisalat and they do not want to innovate a circulate also face problems in applying the total quality approach method. Total quality management approach also increased the companys capital expenditure as it involved get the best in line equipments. This involves investing huge amounts of money and possibly some smaller companies may not be able to do so. Moreover after applying the total quality management approach the company had to spend hugely on advertisement to let the world come of its change in approach towards business. The cost of the final service provided was also increased after applying the total quality management approach. The management essay very hard to avoid increase in price but as we all know that the best comes at a price so this increase in price was unavoidable for the people at Etisalat, and many customers did not approve of the change in costs.RESULTS AND METHOD OF IMPLEMENTING TOTAL QUALITY MANAGEMENT BY ETISALATEtisalat was able to identify a lot of things after implementing total quality management approach. It realised that the approach like all other approaches had both positive and negative effects on the functioning of the company, and also it had double effects on the final figures of the company, although amazingly this approach had many more positive effects than it had negative ones. It was found that this approach affected everyone who worked for the company. Total quality management approach was exclusively based on team work. Team work was the essence of total quality management. It was although hard to implement because in such a large corporation as Etisalat it was hard to make everyone co-operate with everyone else. Moreover the management realised that it was actually hard for them to remove their attention from the number game and completely focus it on quality management. It was hard to find on the basis of quality that the firm was underperforming or was doing better than before. It was later found out after a few months of application if total quality management approach that there was a significant increase in the actual numbers of customers. Also there was less number of complaints now. Application of total quality management approach is a hard job moreover it challenges the very foundation of principles of management of business. Business success before and up till very recently was completely based on numbers, the higher(prenominal) the numbers the better it was. The quality hardly issueed. Whatever sold was considered to be of the best quality. With the application of total quality management everything changed. It did not matter anymore to the management at Etisalat whether the numbers increased or fall they had to concentrate completely on the quality of services that they were employed to provide. This quality had to be the best. It was a heavy task as it had two aspects tie to it. The first was to actually start providing the best services to the people. This included changing various technological equipments, it involved changing the basic equipments used as raw materials, everything every equipment that the company used should be of the best quality, until and unless this happens it would be hard to give the best possible end result. Secondly the customers needed to be informed in the change of policies of the company. This in itself was a humungous task. The management at Etisalat was unsure that whether the customers would take this approach in a positive manner or not. It had to be conveyed to the public that there was a major change which would take place in the way the company functioned. This was very hard because Etisalat has almost 1 billion customers all around the world. that the top management of Etisal at was able to carry out this task properly. community is now successfully providing the best possible services to its 1 billion customers whether in the tele-communication sector or in the internet service providing sector. terminusTotal quality management is more of a discipline than anything else. It is reason that quality is the end product of all the activities undertaken in the total quality management approach. It involves a complete change in the outlook of producers and service providers. It changes their emphasis from mass selling to quality selling. Followers of total quality management believe that providing quality product or service will automatically lead to increased sales. It is important to understand here that providing quality products should not mean that the price of such product can be sky high, the approach should be such that the best quality product should be provided at the best possible price. The pricing should be correct because even if the product is the best in the market but it is overpriced it will not sell. Therefore this involves the working of financial analysts with total quality management approach experts. A balance between the two approaches must be struck. Etisalat has understood the importance of total quality management approach. The management of Etisalat are working more and more towards this approach now. They are also trying to communicate this change in their policies in the best possible ways to their customers. The customers have become very demanding all over the world these days and total quality management approach seems to be the only possible way to satisfy the needs of the modern customer.