Bahir Dar University

Institute of Technology

School of Computing & Electrical Engineering

Total Quality Management –Ieng 5033

Ethio Telecom Quality of Service for Corrective of Wire Line Fault Maintenance

Bekele Alemayehu 101/2000 Dawit Ghidey 108/2000

Getachew Tesfaye 121/2000 Haimanot Tizazu 126/2000

Bahir Dar University Institute of Technology

School of Computing & Electrical Engineering

Total Quality Management –Ieng 5033

Ethio Telecom Quality of Service for Corrective of Wire Line Fault Maintenance

Bekele Alemayehu 101/2000 Dawit Ghidey 108/2000

Getachew Tesfaye 121/2000 Haimanot Tizazu 126/2000

i

Contents

Acknolwegments…………………………………………………………………………………………………….…………………ii

Accronyms ………………………………………………………………………………………………………………….....………..iii

Abstract……………………………………………………………………………………………………………………..……………..iv

1.Introduction ………………………………………………………………………………………………………………………..…1

2. QoS in the management of a telecommunication service………………………………………….…………………………2

2.1 Meeting market’s needs on QoS……………………………………………………………………………………………………..2

2.2 Optimization of resources of the network /service provider……………………………………….…………………2

2.3 Quality as the differentiator in the market………………………………………………………………………….………….3

3.Customer Mean by Quality……………………………………………………………………………………………………..4

4. Customer Suplier Relationship of Ethiotelecom……………………………………….…………………………….5

5.Cost of Quality In Ethio Telecom……………………………………………………………………………………………..6

6.Input output process………………………………………………………………………………………………………………6

7.Contro Charts …………………………………………………………………………………………………………….…………..7

8.Cause an effect digarm of uncontrolled maintenace………………………………………………………………9

9.Corellation of Switching problem and Line open on TP…………………………………………………………10

10. Control Action Plan……………………………………………………………………………………………………….…...12

11. Commitment to Total Quality………………………………………….…………………………………………………15

12. Propose a Procedure for Total Quality Management Implementation………………………………15

13. Conclusions………………………………………………………………………………………………………………….…….16

14. Recommendations……………………………………………………………………………………………………………..16 15. References ………………………………………………………………………………………………………………………..17

ii

Acknoweldgments

We wish to express our thanks to Ethio Telecom Bahir Dar baranch of corrective of wire line fault manitenace department for helperd us give the stastical data of line fault maintenace.

Bekele Dawit

Getachew Haimanot

iii

Accronyms

CCC Cross connection cable cabinet

DW Drob wire

ETC Ethiopia telecomunication coroporation

ETDD End Terminal device Damaged

KPI Key perormance indicators

MDF Main Distrubtion fraim

PN Primery Network

QoS Quality of Service

SN Secondary Network

SP Switching Problem

TB Tetrimanial Box

iv

Abstract

Quality can be defined. It is expressed in terms of parameters that indicate benefits to the user.

These parameters may be quantitatively or qualitatively expressed. A set of quality criteria will

encapsulate the benefits of a product or a service to the user. Quality of Service (QoS) in

telecommunications is expressed by a unique set of parameters (qualitative and quantitative)

on a service by service basis. A grasp of these concepts will facilitate a better understanding of

the issues related to the study and management of QoS in telecommunications.

1

1. Introduction

Globally, the development of telecommunication industry is one of the important indicators of

social and economic development of a given country. In addition to this, the development of

communication sector plays a vital role in overall development of all sectors related to social,

political and economic affairs. This sector is very dynamic in its nature of innovation and

dissemination. Hence, it needs proper quality management control for corrective of wire line

fault maintenance like other critical services.

Quality of Service (QoS) management is an essential function in the provision and maintenance

of a telecommunication service. It is necessary to understand the role of management of QoS

and the main features. Effective management of QoS would reflect in optimum use of network,

human and financial resources of any network or service provider.

2

2. QoS in the management of a telecommunication service

The following factors are pertinent to the study and management of QoS for

telecommunication services:

– meeting market’s requirements on quality

– optimization of resources of the network/service provider

– use of quality as the differentiator in the market.

2.1 Meeting market’s needs on QoS

Availability of complex terminal equipment and software has resulted in the availability of

sophisticated applications. In turn, this has resulted in equally sophisticated QoS requirements

by different segments of the population. Meeting these stratified QoS requirements is a key

factor which will have to be addressed by a service/network provider. Being able to provide the

precise level of quality or better is essential to attract customers and maintain their loyalty. If a

supplier does not provide the desired/preferred quality and another provides it the customer is

more inclined to switch its custom to the other party.

2.2 Optimization of resources of the network /service provider

Basic economic theory requires the optimization of resources to the provision of goods for

maximum profit. Analysis of the telecommunications market has shown that different customer

segments have different quality requirements resulting in varying rankings and levels of

performance of QoS parameters. The supplier of a telecommunications service or the network

needs to be aware of this information to plan the optimization of resources in order to reduce

the risk of over or under engineering of the hardware, human and financial resources.

Customers require a level of QoS at a competitive price. In an increasingly competitive industry

optimization of resources, to provide service at minimum cost is essential for effective

management of a telecommunication service.

3

2.3 Quality as the differentiator in the market

There are two principal arguments for quality being the differentiator in the market. First, when

service features and price are similar or comparable, quality will be the differentiator for the

customer. Second, quality may be used by service providers to earn the image of a ‘trusted and

respected’ provider. There is usually always a segment of the market that goes in for quality

and reliability and is willing to pay more for this type of service. Service providers who offer

quality and reliability (both in network and organizational support to customers) will enjoy a

more favorable elasticity of customer loyalty in times of economic difficulty and downturn.

Even though traditionally it is the more established and older service providers who offer

quality service this need not be so. Newer entrants to the industry can equally well provide

quality and reliable services and support to customers.

The customer of Ethio Telecom company services are classified based on their service charge

such as:

• Gold

• Silver

Banks, insurances, embassies, and large hotels are gold customers while others are silver

customers according to their charges.

4

3. Customer Mean By Quality

Quality mean for customer getting services with a short duration for example a customer Call

quality requirements ,specified time to repair the service Faults to be repaired first time (i.e.

repairs carried out right first time), availability of the service for use by the customer, specified

time to obtain pre-contract information on a service (i.e. tariffs, availability, features, options,

offers etc.), Service provider to act in a professional manner at all times, Specified time for the

resolution of complaints .These are customers’ quality requirements of basic telephony service.

Though therefore the company works beyond the customer expectation, that is quality for the

customer.

The company’s specification does not reflect the customer idea of quality because Ethio

Telecom has the only telecommunication company’s that is the reason to fail the principle of

quality specification. Ethio Telecom company has monopoly that prevents competition markets,

without competition quality is not the issue of company’s .Even if it has its own key

performance indicators (KPI).

The inherent random variations of the corrective of wire line fault maintenance are due to the

environmental factor such as lighting.

5

4. Customer Suplier Relationship Of Ethio Telecom

ZTE HUAWEI CISCO

ETHIO TELECOM

Customer’s

FEEDBACK VOICE OF THE CUSTOMERS

Figure 1:-Customer supplier realtionship of Ethio Telecom.

6

5. Cost of Quality In Ethio Telecom

The cost of quality in Ethio Telecom company have regraded as the cost of failure,

scrap,rework,inspection plus the cost of material review and downgading.In Ethio Telcom

company the cost of all activity specifically designed to prevent poor quality in products or

services are less than for coparable to othe costs of quality.

6. Input output process

ProcessService waiting customerMaterial EquipmentSkillEmployee

ServicesGood customer handling

Figure 2:- Input/output process of Ethio Telecom

7

7. Cause An Effect Digarm Of Uncontrolled Maintenace

Cause an effect digarm of uncontrolled maintenace dute the the cause of different things .

Uncontrolled maintenance

Managment

Materials

Planning

Man power

Suppliers

Environment

Motivation

Lack of Skill

In adequate system

Poor product design

In adequate maintenance procedure

In adequate design procedure

Temperature

Lighting

Out off specification

Material grade

Defects

Out of spec material

Motivation

Figure 3:- Cause and Effect Digram of line fault maintenace corrective fault .

8

Defects 1 2 3 4 5 6 7 8 Total

Commuliative Total

Percenatage of overall total

Commulative percentage

End terminal damage

15 17 19 7 14 15 11 6 104 104 12.60606 12.60606

Switching problem 71 - 52 - - 79 - 76 278 382 33.69677 46.30303 Line open on MDF 7 5 6 7 9 1 6 4 45 427 5.454545 51.75758 Line open on CCC 14 11 18 13 21 15 14 17 123 550 14.90909 66.66667 Line open on TP 16 14 19 21 22 17 20 18 147 697 17.81818 84.48485 Line open (fault) on the drop wire

13 11 12 17 13 16 14 18 114 811 13.81818 98.30303

Cable damged on the secondary network

1 3 2 - 1 - 1 1 9 820 1.090909 99.39394

Cable damged on the primery network

1 2 - 1 - - 1 - 5 825 0.606061 100

Total 138 63 128 66 80 143 67 140 825 - 100 -

Table 1:- Check Sheet Defect data for week 1/2011- week 8/2011 in Ethio Telecom In Bhair Dar .

Figure 4:- Parto chart of defect of wire line Maintenance

SP TB CCC DW ETDD MDF 0

100

200

300

400

500

600

700

800

0%

12%

24%

36%

48%

61%

73%

85%

97%

9

8. Corellation of Switching problem and Line open on TP

The correlation coffecint of Switching problem and Line open on TP is:

n=4

x y xy ∑x2 y2 71 16 1136 5041 256 52 19 988 2704 361 79 17 1343 6241 289 76 18 1368 5776 324 Total 278 70 4835 19762 1230

Table 2:-Correlation coffecint of two main cause of line wire maintenace problems .

We have substitute the above numbers in the correlation cofficent equation r = -0.639.

We conclude from the correlation value ,the switching problems increases and the line open on terminal box shuld be decreases.While the value is negtive correlation .

10

9. Control Charts

No. Sample

Monday Tuseday Wensday Thursday Friday Xbar R

1 16 15 17 14 18 16 4 2 18 17 16 18 16 17 2 3 17 17 14 15 17 16 3 4 15 16 13 17 18 15.8 5 5 15 14 16 15 17 15.4 3 6 16 15 19 17 14 16.2 5 7 16 14 17 16 13 15.2 4 8 14 15 16 16 14 15 2 9 15 16 16 15 14 15.2 2

10 13 16 15 14 17 15 4 11 16 14 17 16 17 16 3 12 15 14 14 15 16 14.8 2 13 15 14 16 15 16 15.2 2 14 17 16 17 16 16 16.4 1 15 14 15 17 15 14 15 3 16 16 15 14 17 14 15.2 3 17 15 17 16 15 17 16 2 18 15 16 15 15 15 15.2 1 19 15 16 15 15 15 15.2 1 20 16 14 16 13 15 14.8 3 21 14 16 15 16 15 15.2 2 22 15 16 15 14 15 15 2 23 16 17 16 15 14 15.6 3 24 14 15 14 17 14 14.8 3 25 12 15 16 15 13 14.2 4

Table 3:-Wire line number of corrective fault maintenace per day.

R bar= 2.6

UCL= 4.0066

CL=Rbar=2.6

LCL=D3Rbar= 1.1934

UCL=15.248

X bar bar =14.848=CL

LCL= 14.4502

From th etable

A2= 0.153

D3=0.459

D4=1.541

11

Figure 5:- X-Bar Chart

Figure 6:- R-Chart

CL, 14.848

LCL, 14.4502

UCL, 15.248

12.5 13

13.5 14

14.5 15

15.5 16

16.5 17

17.5

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

X-Ba

r

X-Chart

X-bar, 4

Cl, 2.6

LCL, 1.1934

UCL, 4.0066

0

1

2

3

4

5

6

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

Rana

ge

R-Chart

12

After removing control out dat

No.Sample Monday Tuseday Wensday Thursday Friday Xbar R 1 16 14 17 16 13 15.2 4 2 14 15 16 16 14 15 2 3 15 16 16 15 14 15.2 2 4 13 16 15 14 17 15 4 5 15 14 14 15 16 14.8 2 6 15 14 16 15 16 15.2 2 7 14 15 17 15 14 15 3 8 16 15 14 17 14 15.2 3 9 15 16 15 15 15 15.2 1

10 15 16 15 15 15 15.2 1 11 16 14 16 13 15 14.8 3 12 14 16 15 16 15 15.2 2 13 15 16 15 14 15 15 2 14 14 15 14 17 14 14.8 3 15 17 15 16 15 13 15.2 4

Table 4:- Wire line number of corrective fault maintenace per day (After removing control out dat)

From th etable

A2= 0.223

D3=0.347

D4=1.653

UCL=15.6316

X bar bar =15.0667=CL

LCL= 14.50173

R bar= 2.5333

UCL= 4.1876

CL=Rbar=2.5333

LCL=D3Rbar= 0.87906

13

Figure 7:-In control X-bar Chart

Figure 8:- In control R-Chart

CL, 15.0667

LCL, 14.50173

UCL, 15.6316

13.8

14

14.2

14.4

14.6

14.8

15

15.2

15.4

15.6

15.8

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

X-Ba

r X-Bar Chart

CL, 2.5333

LCL, 0.87906

UCL, 4.1876

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

Rang

e

R-Chart

14

10.Control Action Plan

Figure 9: - Framework for implementing total quality management

15

The company does not applying total quality approach to doing business because from the data

we consider doesn’t approach the total quality principle, this implies that the company’s system

there a good quality performance when the data out off upper limit of the control chart but the

principle doesn’t say.

11. Commitment to Total Quality

The core of TQM is the customer-supplier interfaces, both externally and internally, and at each

interface lay a number of processes. This core must be surrounded by commitment to quality,

communication of the quality message, and recognition of the need to change the culture of

the organization to create total quality. These are the foundations of TQM, and they are

supported by the key management functions of people, processes and systems in the

organization.

The former Ethiopia Telecommunication corporation [ETC] senior managers have not been

demonstrate their seriousness and commitment to quality, ensure they are not communicate

the principles, strategies and benefits to the people for whom they have responsibility.

Now a day’s ETC have took over the management of ETC by France Telecom. However the

France based telecom giant has implemented the department of chief quality and process

officer. This department manages KPI’s in telecom services.

12.Propose a Procedure for Total Quality Management Implementation

Total Quality Management is a structured system for managing the quality of products,

processes, and resources of an organization in order to satisfy its internal and external

customers, as well as its suppliers. Its main objective is sustained (if not progressive) customer

satisfaction through continuous improvement, which is accomplished by systematic methods

for problem solving, breakthrough achievement, and sustenance of good results or services

(standardization).

16

13.Conclusions

Ethiop Telecom Company should realize that cannot be gained overnight and that company

needs time to adapt change and learn. The biggest hurdle for the company is to change its

status quo and develop actual that will support TQM.

14. Recommendations

1) The company reviews the needs of its customers and if these are being delivered by the

company.

2) The company plans the activities needed (both day-to-day and long-term activities) to

meet these customer needs.

3) The company establishes and stabilizes the processes required to deliver the products

and services needed by the customer.

4) The company implements systems to further improve its processes, products, and

services.

Note that Steps 1-4 above constitute a cycle, and may be iterated indefinitely for continuous

improvement.

However, Ethio Telecom has the monopoly company in Telecom service in Ethiopia, we

recommend in addition to the above Ethio Telecom should be used in figure 9, Framework for

implementing total quality management .

17

15. References

1. Telecommunications Quality of Service Management from legacy to emerging

service ,Antony Oodan, Keith Ward,Catherine Savolaine, Mahmoud Daneshmand

and Peter Hoath, Engineering & Technology London ,United Kingdom, 2003

2. MACPHERSON A.: International Telecommunication Standards Organizations, Artech, 1990.