Telecom Jobs Mumbai | Idea Cellular Ltd, Aditya Birla Group requires Manager in Mumbai
Idea Cellular Ltd - IDEA Cellular Limited was incorporated in 1995 and is one of the leading GSM mobile services operators. Headquartered in Mumbai, it has licenses to operate in all 22 service areas across the country, though commercial operations are currently in 16 services areas. With a customer base of over 47.1 million subscribers, the operations cover the states of Maharashtra, Goa, Gujarat, Rajasthan, Delhi, Haryana, Himachal Pradesh, Uttaranchal, Uttar Pradesh, Madhya Pradesh, Chhattisgarh, Andhra Pradesh, Kerala, and Bihar. Orissa, and Tamil Nadu will become operational during 2008-09, and Idea will then cover approximately 90 per cent of the country’s telephony potential.
Job Designation : Manager / Senior Manager - SDQ - Projects & CSAT
Qualification : Any Graduate, Any Postgraduate, MBA/PGDM
Experience : 6 to 8 years
Job Description :
-Ensure awareness on quality & quality tools at various levels of SDQ.
- Ensure the team is trained on all Quality related tools and techniques through appropriate trainings (DMAIC/DFSS/Kaizen/LEAN/BPMS, Benchmarking/Customer surveys, Audits, Qualitative mechanisms etc)
Ensure employee engagement for the all the circle & corporate SDQ team
- Ensure all levels of employees are engaged in quality related engagements through Yellow belt/Green belt/Black belt projects, Kaizens, Brainwave, Gemba Kaizens, process improvement, best practice replication etc.
Identification & completion of process improvement projects in SDQ function
- Project & Process Identification with the Corporate & Circle Management team of SDQ
Mentoring support to the circles/corporate team for completion of these projects as per timelines agreed upon with the SDQ Heads and deliverables of these projects in line with the respective Project Charters.
Drive Cost Optimization & Revenue enhancement initiatives in SDQ function
- Identify the various cost incurring areas through lost opportunities, defects, direct cost, indirect cost, process cost, activity cost and work on cost optimization through projects and process improvements.
- Identify revenue enhancement areas.
- Drive & ensure completion of national projects & circle relevant projects for cost optimization & revenue enhancements as per the deliverables agreed with CSDO & SDQ heads.
The engagement of Leadership in various Quality Initiatives
- Ensure the SDQ Quality Council meetings are conducted & reviews of all projects & processes are done by the Corporate SDQ heads, Circle SDQ heads and Circle heads at appropriate intervals.
To facilitate the identification, dissemination and replication of Best Practices.
- Drive best practice sharing and replication of best practices across the function.
Ensure an effective system/process in place to identify, evaluate, disseminate & replicating the best practices in SDQ function. Drive it through the SDQ heads at corporate and circle.
Customer Satisfaction: creation of a framework to identify Customer Needs and perceptions to implement best-in-class Business Processes, which in turn, will lead to improved customer satisfaction and stakeholder results
- Ensure the right methodologies & tools are used to collect & understand the customer needs and perception.
- Conduct periodic Focus Groups, Interviews and Surveys with Customers & Channel Partners, mystery shopping, take inputs from call quality audits and other tools. Use of appropriate tools such as VOC, KANO, Quality Function Deployment etc.
- Ensure CSAT scores are improved through identifying the gaps and areas of improvement and close looping with projects and process improvements.
- Continuous liaison with the AC Neilson & other agencies involved to ensure the quality of the Surveys.
- Ensure the PTB & PRB audits are conducted by the partner agencies and the Idea as required and required data analysis is done & action plan taken to improve the customer satisfaction.
To drive other Quality initiatives such as Balanced Scorecard and Business Excellence model
- To roll-out the Balanced Scorecard in the function.
- To roll-out the Business Excellence framework in SDQ function with the support of TQM team.
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November 26th, 2009 at 6:56 pm
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