Improving Customer Experience & Capturing Enhanced Revenues through Process Analysis & Improvement

Abstract

In the telecommunication market, it is a big challenge for companies to retain their corporate customers given the tough market competition and changing economic conditions. Being the infrastructure backbone of the country, PTCL is not just a consumer driven business but also is heavily reliant on its carrier & corporate customers (grouped under business solutions) to drive the revenue. Corporate, Wholesale and International Customers contributed to an estimated 30% of the revenue as reported in last financial reports hence holding a great importance in terms of business focus. It is evident from historical reports that there is a significant increase in revenue contribution from the business stream and this stream has the potential of being the biggest value contributor for the organization. For this research project, my focus area is the evaluation and analysis of the service delivery process to identify the factors leading to undelivered business revenue and covers recommendations for process improvement based on operational theory of constraints (ToC). Further, the project covers a detailed study of the organization & its business solutions segment, currently in place delivery process, the available historical data for the served customers and associated realized revenues. This research concludes with an insight into the significance of processes improvement for enhancing company’s overall performance to achieve higher customer retention & satisfaction. The project also enables the management of the PTCL group to forecast the future requirement and build on resources accordingly to cater for the future demand and customer needs without losing the market share to other similar service providers