Report on Operations Management of Ooredoo Telecommunications company

Background of Ooredoo Telecommunications company

Ooredoo QSC is one of the international telecommunications companies that is headquartered in Doha, Qatar. This company is providing number of different services to the different clients that are present at different areas. It is one of the most famous companies. This Ooredoo Company provides mobile phones, wireline, and wireless, along with some of the content services with the share of market in the domestic as well as the international telecommunication markets in business along with the residential markets. They take care of the customers and customer experience has always been the top most priority in almost every corner of the Ooredoo’s operations along with the technology has been one of the key enabler for it. 2016 was the same for it and there was no exception at all and they continued to invest a heavy amount for their network and to expand it as well. People are really satisfied by the services which they provide and they do their best to satisfy each and every client in every aspect because if customers are not being satisfied than obviously company like this at such a large scale would not be able to make positive impact on the community or to the other customers as well.  (Al-Wahidi, 2020)

Quality requirements of the Ooredoo Company

Risk management policy of the Ooredoo company requires the complete group board of the directors to implement a complete system for the overseeing, managing along with controlling all of the internal risks for the protection of company’s investment along with the number of different operations that are inside as well as outside the Qatar. This system is being designed for the: Identification, assessing, is monitoring along with the managing of certain different kind of the risks.

Next one is to inform the Board of Directors about all of the actual changes of the Ooredoo’s risk profile. This is the Board that is responsible for the establishment of the risk management system along with the reviewing of all the effectiveness of the certain implementations in the Ooredoo Company. Management is specifically responsible for the systematic identification, assessing, monitoring along with the managing out the certain material risks throughout the whole complete organization. All this system includes the internal compliance along with the control system of the overall company.

In addition to all this, company has all the tight controls along with the well-established systems that overall control its transactions and different relationships as well with the related parties. Ooredoo group of the companies implements the risk management policy at each of the group level, where something are being stated like Group’s Board of the Directors that are being supported by the Audit Committee and the Internal Audit Department which will further review out all of the risks that this Ooredoo Company or their subsidiaries might face at almost every quarter. Identification of the risks that might face any of the operating companies is the overall or complete responsibility of its executive management along with their employees too. The Group’s Risk Management examines all of the risk ratings that are being determined along with the action plans to address all such risks in an appropriate way. (Messiliti, 2018)

In undertaking all the above, Internal Audit provides a complete support for the risk management in the group. This risk pooling along with the actions that are being planned to take up to mitigate all the different effects of certain risks are being set out in the procedures that are existed already for the strategic planning of the group on annual basis. Different kind of the measures for the identification and even managing out the risks are being already set out in the existing procedure.

Developing a Quality Management Program with the Help of TQM

            It is important for every successful organization to understand that customer satisfaction is critical for them in so many ways. So, if work processes are not able to ensure a culture with great quality, then it will be obvious for them to face a variety of issues. That’s why, a quality management program is essential, and it should be developed. If employees are not aware of the importance of quality in their daily tasks, then it will be impossible to achieve set objectives with quality. Ooredoo Company should realize the fact that compromising on quality is equal to compromising on the overall business because the survival of a business can be at risk if the quality is lower, and there is no quality management plan to cater to the issue. If the quality management system is non-existent or it has faults, then it will come up with severe consequences in the long term perspective. Quality is something, which should always be on top of the priority list; otherwise, it is hard to compete with other competitors in the industry. Ooredoo Company should understand that competition is already tough in the telecom industry, and consumers have a variety of choices. If they will lack quality due to non-existence of any quality management plan, then they will lose the competitive advantages (Alaoun, 2018)

            An organization can achieve its long term goals and objectives if they have taken measures to ensure quality management in every part of its business. The question for every organization like Ooredoo Company is what they should do to implement a quality management program. The answer is very simple, and that is related to the concept of Total Quality Management (TQM). Total quality management is a complete tool for organizations to continuously identify errors, and then reducing them or eliminating them in their business processes. TQM is also relevant to make improvements in the supply chain, increasing the efficiency of customer services, and providing quality training to the employee so that they are updated with all new systems and procedures. It means that Ooredoo Company can use the essence of TQM to implement its quality management program across the company (ALI & KHATOON, 2016). The first step in developing and implementing a total quality management plan is to get clear on overall values, vision, as well as, mission. Ooredoo Company should know what their strategic direction is. Then the next step is to look for critical success factors so that they have a complete focus on relevant things. The next step is to identify a range of customer groups, which are relevant to the success of the business such as employees, vendors, suppliers, as well as, customers. Then all groups should be surveyed to come up with an improvement plan. The use of technology is also recommended, and all of these steps will help to get a comprehensive total quality management program (LOTICH, 2016)

Contribution of TQM in achieving Operations Strategy & Strategic Objectives

            Earlier, it was explained how Ooredoo Company can develop its own quality management program with the help of TQM. It is important for the company to realize that role of TQM is crucial in achieving strategic objectives and operations strategy. The customers are the key element in handling TQM to achieve set goals and objectives. When an organization is looking to finalize its strategic objectives then they do the strategic planning. But when the purpose is to implement TQM, then TQM can help a lot in achieving overall strategic objectives. TQM can help organizations to understand the needs and demands of customers by finding any loopholes in the existing systems, and it will tell them that they are dragged away from their strategic direction. There are a variety of strategic management planning tools, which are part of the total quality management so organizations can use such tools to ensure that their developed strategic plan is based on efficiency and quality. One of such tools is the priorities matrix, which can be used to evaluate quality-related issues and then prioritizing the most critical elements of delivering quality customer services (Kelchner, 2020)

            The Ooredoo Company should understand what their operations strategy is, and how it can be achieved effectively. It is vital to understand that a strategic plan is achieved with the help of a variety of operations, which are done step by step to achieve set objectives. If the operations strategy is faulty, and it is lacking the essence of quality, then results will be negative for the organization. A lot of empirical research has been conducted to see if there is any relationship between the TQM and the strategy of the organizations. Every time it was proved with concrete evidence that there is a relationship between the two as TQM has a great capability to make great contributions in this regard. However, it is vital that all resources of the organizations should comply with the TQM system. Sometimes, the organizations adopt high standards of total quality management, but they don’t have resources and processes to show compliance, and this is where things head in the wrong direction. It is indispensable for the Ooredoo Company to understand the role and contribution of TQM in achieving strategic objectives with efficient operations strategy so that they can move forward in the right direction without facing any issues (Prajogo & Sohal, 2006)

References of Ooredoo Telecommunications company

Alaoun, N. Y. (2018). The Effect of Total Quality Management Practices on Competitive Priorities of Telecommunication Companies in Qatar. Master Thesis, Middle East University, Management Department.

ALI, S. I., & KHATOON, S. (2016). IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT. International Journal of Emerging Trends in Engineering and Development, 6(6).

Al-Wahidi, A. N.-N. (2020). Strategic Thinking Role of in Enhancing Competitiveness (An Applied Study on Ooredoo in Gaza Strip Governorates).

Kelchner, L. (2020). Total Quality Management & Strategic Planning. Retrieved April 22, 2020, from https://smallbusiness.chron.com/total-quality-management-strategic-planning-13300.html

LOTICH, P. (2016). 12 Steps to Implementing a Quality Management System. Retrieved April 22, 2020, from https://thethrivingsmallbusiness.com/implementing-a-quality-management-system/

Messiliti, N. (2018). The Role Of Strategic Intelligence To Anticipate The Future Of The Organization–Case Study Of Ooredoo Algeria.

Prajogo, D. I., & Sohal, A. S. (2006). The relationship between organization strategy, total quality management (TQM), and organization performance––the mediating role of TQM. European Journal of Operational Research, 168, 35–50.