India is currently the 2nd largest telecommunication market with 1.05 billion subscribers and has the 3rd highest number of internet users in the world. The rise in mobile-phone usage and decline in data costs will add 500 million new internet users in India over the next five years creating opportunities for new businesses. The monthly data usage per smartphone in India is expected to increase from 3.9 GB in 2017 to 18 GB by 2023. With such a grand scenario, the competition between the telecom giants is fierce. Companies are finding ways to stay at the top and gain profits. In such a scenario Lean Six Sigma (LSS) can aid the companies in their ventures.
Some of the areas where telecom companies can implement LSS are, reducing the billing errors, timeliness of billing, reducing call drops by enhancing network quality, quality of new schemes that are launched from time to time, improving average revenue per unit, reducing customer dissatisfaction and improving sales productivity. It also helps companies to streamline bidding processes and project delivery, build a greater cohesion of practices and employees, build a great culture and reputation.
In one case, Woodside Quality Solutions applied LSS methods in a telecom company to reduce defect rate from over 20% to less than 8%. This change resulted in documented savings over $2,400,000 per year for the company. Woodside solutions also helped a company to reduce Average Hold Time from 560 seconds per call to less than 535. The change resulted in savings of over $1,450,000 per year. Application of LSS methods helped companies to achieve 95% accuracy in operations as well as in achieving 10% increase in revenue. Application of LSS methods in a major telecom company to raise the balanced scorecard metric from 36% to 72%.
Thus in order to survive the rising competition, increase customer satisfaction and reap profits application of LSS by telecommunication companies is a must.