Restructed process map for solving broadband and mobile data complaints at Vodafone Ghana

Date
2019-04
Authors
Haizel, Maame Afua
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Abstract
Vodafone Ghana previously, Ghana Telecom is a company in the telecommunications industry in Ghana that delivers a widespread of services including voice, messaging, data and fixed communications. In increasing Vodafone’s market share and maintaining Vodafone’s relevance in the market, a needs assessment was conducted to identify the gaps in their services and later a proposed solution was provided. From the needs assessment, the gap identified was the differences in the time the company uses to solve a broadband or mobile data complaint and the time the customers expect their complaints to get solved. It was concluded that Vodafone had and issue concerning service quality and needed a system that will ensure efficiency and increase customer satisfaction. Reviewed literature revealed that Vodafone had a problem with the responsive aspect of their services. In relation to this problem identified, reviewed articles continued to highlight on the importance of service quality and how it is important in increasing both customer satisfaction and customer loyalty. In addition, the study provided ways in which service providers in the telecommunication industry could enhance their services which informed the proposed solution which was a service blueprint in association with the value stream mapping tool. The proposed solution suggested that Vodafone had to look at their value stream, to take out non value added processes that reduce the responsive aspect of their service quality. The removal of non-value added processes will not only ensure that Vodafone’s services are efficient but will ensure that the preferences of customers are catered for.
Description
Applied project submitted to the Department of Business Administration, Ashesi University, in partial fulfillment of Bachelor of Science degree in Business Administration, April 2019
Keywords
Ghana, service quality, telecommunications, customer complaints, service blueprint
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