POKA YOKE APPLICATION IN TELECOM INDUSTRY

POKA YOKE APPLICATION IN TELECOM INDUSTRY

GROUP MEMBERS: AISHA EHTESHAM GHULAM ABBAS QAMBER ABBAS SOMA SHAHID SYEDA ZARLAISH

P ROJECT I NTRODUCTION

Methodology Research procedure Sources of Information Sample size

M ETHODOLOGY
Methodology includes how the information was gathered for research. Sources of information and different research tools used.

Research procedure

The information is gathered by the use of Personal Interviews Questionnaire Internet

Sources of Information

Two sources of information were used:

Primary data Secondary data

M ETHODOLOGY

Sample size

The Sample of five respective companies has been taken.

PTCL Mobilink Ufone Warid Telecom Zong

Arrangement of data

The frame work for the tabulation and analysis of data was established through following steps: Interview schedule was prepared to obtain desired information from the respondents. The questions were designed to extract the maximum from the professional experience of the respondents.

T HE PAKISTAN T ELECOMMUNICATION I NDUSTRY

According to the Pakistan Telecommunication Authority (PTA) Industry Analysis Report 2007, out of 376 Tehsils across Pakistan, almost 77 percent are covered with mobile networks, bringing the figure to 290. The sector is currently contributing 2% GDP In Pakistan, currently we have five telephone operators, which we have worked with.

PTCL Mobilink Ufone Warid Telecom Zong

P ROJECT I NTRODUCTION
INTRODUCTION TO THE TOPIC

It is also called mistake proofing The main objective of Poka Yoke is to achieve zero defects. In telecom industry which is a service sector industry, Poka Yoke system is more a concept than a procedure. Thus its implementation is governed by what people think they can do to prevent errors.

APPLICATION OF POKA YOKE

Customer Services mainly deal with customer handling and the Poka Yoke (mistake proofing) is applied on the centre which work on customer handling. These are:

Customer service centre Call centre Franchise

LEVELS OF POKA YOKE

1.

ELIMINATION
I. II. III.

Check and balance Mystery survey Trainings

P ROJECT I NTRODUCTION

DETECTION BEFORE IT BECOMES A PROBLEM

1.

Backup plans

DETECTION AFTER IT BECOMES A PROBLEM

1.
2. 3.

Floor greeter (Electronic Ticket System)

EQM(electronic queue management) Test drive (TEMS)

AUTOMATION
COMPUTERIZATION

W ORKING P ROCESS OF PTA

C ONCLUSION

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