Problems faced in Service Industries like Telecom
Problems faced in Service Industries
Six Sigma projects encounter challenges in the case of service industries, because of some special features of this sector. Finding these solutions regarding to these categorization, will be the next step.
1- High customer satisfaction - Service functions have been an integral part of most of the corporations. Organizing service functions into a business entity creates a totally different mindset and attitudes. A service organization acts differently because of a focus on customer requirements and prompt feedback from other different customers. Service offerings are experienced much faster than these products, which sometimes are stocked in a warehouse: After service delivered, the customer experiencing problems.
Because these problems must be resolved faster, the challenges in service are different.
2- Various customer’s need - Service organizations consist of particular transaction and interaction components. The transaction component implies some more process dependence for outcome of high volume functions. Such industries like telecom, These interaction components require more personal care and attention for outcomes of low-volume and high value services. The transaction services are expected to be delivered faster, better and cheaper, while the interaction services are more expected to be delivered better services.
3- Relatively unpredictable volumes - An unpredictable volume in service sectors is one of the most challenges for implementing any quality tools. Because regarding to this challenge, concentricity and measuring rejects is so predict the distribution of customers, but every prediction will have errors.
4- Nature of task unpredictable - In manufacturing factories each process and operation is fixed and clear, but in service sectors there are many tasks must customer satisfaction and variant requirements,unpredictable ineluctability tasks.
5- Lack of qualified information about quality - In manufacturing industries although materials are handling between different stations, data and information also it can easily transfer and analyze. Frequently the range of productions is constant and variety of production is less as compare to service industries. So factories collect data from their fixed procedures and operations and then different kind of information visibility challenge.
6- Lack of quality indicators and factors
Obviously there is lack of information in service industries in comparison with manufacturing industries, measuring the quality will have so many challenges. The root causes of these problems are:
i) Some lack of information
ii) Rapid variant and changing business strategy
iii) Difficulty to define and analyze quality indicators and factors
iv) Major driven by customer whim
7- Lack of established quality program - Control and getting feed back is also an important part of any improvement in an organization. So due to lack of quality indicators and factors, established quality program causes poor performance of Six Sigma. There are many papers which discussed about critical factors for implementation of Six Sigma.
