Automating The Improvement Of Service Quality: The TELCO Case

Abstract

The case under discussion presents a new and innovative framework for implementing preventive service systems that detect potential service malfunctions, attempt to automatically prevent them and notify customers about the results of these operations. Such automated systems may proactively avert service malfunctions and reduce the volume of customer complaints due to service outages. The presented framework is based on four major stages: continuous detection of service delivery infrastructure and equipment, prevention of identified service failures, notification of customers about service failures and follow-up activities. Telco is a major Israeli telecommunications operator that implemented the preventive service methodology and systems to improve the quality of its services to the satisfaction of its largest customers. The model presented in this paper can be utilized by a broad variety of firms and service providers as means for improving the quality of their services, the satisfaction and the loyalty of customers and the ability to retain them for longer periods in an increasingly competitive environment.