TQM Consultants Co., Ltd.

Case Sharing

CSL LIMITED

Serve Efficiently via Improving BPM  

 

Industry: Mobile Network Service
Service: Business Process Management

Hong Kong CSL Limited (CSL) is a leading mobile network service provider in Hong Kong. Operating with the spirit of innovative thinking, honesty, reliability and receptiveness, CSL continuously provides caring and innovative services to its customers. CSL invited TQM to design a series of BPM (Business Process Management) training, targeting to share leading practices in telecommunications and other best practitioners in service industries with CSL's backbone staff and provide improvement project coaching support to them.

Project Scope

  • Design and deliver a series of BPM Training

  • Share best practices in customer servicing and service quality 

  • Coach the Process Improvement Project team members to identify and apply tools to resolve issues and problems

  • Enable substantial improvements

Achievements

  • Participants fully understood the knowledge, and were able to rethink, utilize and apply the tools learnt, and find rooms to improve their workplace and make it perfect 

  • Now, customers only need to spend 15 minutes for queueing and completing the New Service Plan Contract instead of over 1 hour in the past.

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