Lean and Six Sigma in Telecommunication Companies

The global telecom services market size was estimated at USD 1,983.08 billion in 2024 and is projected to reach USD 2,874.76 billion by 2030, growing at a CAGR of 6.5% from 2025 to 2030.* We’ll look atvarious applications of Lean and Six Sigma in telecommunications and finish with a short video giving an overview of the industry.

*Source: https://www.grandviewresearch.com/industry-analysis/global-telecom-services-market
KPIs and Lean Management in a Telecommunication Company
In a case study titled “Aligning key performance indicators with lean management in the service sector: A case study for a Jordanian telecommunication company” authors Abdullah Alalawin and others discuss a model designed to help service companies to improve Lean implementation and integrate appropriate.

Key Performance Indicators (KPIs) with the strategic goals.
The case study includes:
 Methodology and the Five Main DMAIC Steps for Integrated Lean KPIs Implementation
 Gap Analysis Results
 The requirements and the KPIs Defined in Step 1
 KPI Average Results

 Waste Analysis in Low-Performance Procedures
 Improvement Procedure: Before and After
 Improvement Actions and Their Benefits
 Gap Analysis Before and After the Model
You can read the case study here:
https://www.tandfonline.com/doi/epdf/10.1080/23311916.2022.2124940needAccess=true&role=butt

Lean Operations Management in the Telecommunications Industry
In a paper titled “Lean Operations Management in the Telecommunications Industry of Ghana: Triggers, Practices and Benefits” authors Charles Adusei, Jasper Yao Dunyah, and Abdul Karim Seidu discuss Lean
operations management, what triggers it, and its practices and benefits to a telecommunications
organization.

The paper includes:
 Lean Operation Practices of Millicom Ghana Limited
 Factors Influencing Lean Implementation in Millicom Ghana Limited
 Benefits of Lean Implementation in Millicom Ghana

You can read the paper here: https://journals.indexcopernicus.com/api/file/viewByFileId/283853.pdf
Improving Customer Service Quality with Lean Six Sigma and Quality Function Deployment in a
Telecommunications Company

In a case study titled “Improvement of Service Quality for Customer Satisfaction with Lean Six Sigma
Method and Development Quality Function Deployment. Case: Telecommunication Company in
Indonesia” authors Dwiyana Puji Lestari and Muhammad Dachyar discuss the application of Six Sigma and QFD.

The case study includes:
 Variable and Attributes Voice of Customer
 Gap Analysis Customer Satisfaction Company X and Company Y
 Gap Analysis Score Customer Satisfaction - Customer Expectation Company X and Company Y
 House of Quality Diagram
Read the case study by clicking on the folowing link.
https://www.researchgate.net/publication/341979796_Improvement_of_Service_Quality_for_Customer_Satisfaction_with_Lean_Six_Sigma_Method_and_Development_Quality_Function_Deployment_Case_Telecommunication_Company_in_Indonesia

Improving Customer Service Quality Using the DMAIC Method

In a paper titled “Improving the Quality SLA of Customer Services in Enterprise System using DMAIC
Method at PT. Telin” authors Yogi Osadhani and Nilo Legowo discuss the use of the DMAIC method to improve business processes and the quality of the company's Management Services to customers.

NOTE: PT Telin is a large Indonesian telecommunications company providing various types of
services to its customers

The paper includes:
 Number of Interruptions for all Services
 Pareto Chart of Interruptions
 Interruption Reporting Process Flow
 Project Charter
 Fishbone Diagram for Incidents and Problems
 Complaints About Enterprise System
 FMEA Table
 New Business Process

You can read the paper here:
https://www.ijrte.org/wp-content/uploads/papers/v8i6/F8444038620.pdf
Telecommunications Industry Overview

Get an overview of the telecommunications industry in this short video from CareerOneStop.
You can watch the video here.