Customer Satisfaction Measurement and Analysis Using Six Sigma in Telecom Sector of Pakistan

Six Sigma has been considered as a powerful business strategy that employs a well structured continuous improvement methodology to reduce process variability and waste within the business processes along with an effective application of statistical tools and techniques. The objective of the study measures the customer satisfaction in Telecom sector of Khyber Pakhtoonkhawa (KPK) province of Pakistan by using the six sigma methodology. The study further elaborates a mixture of tools and techniques within the Six Sigma methodologies to achieve substantial financial benefits and customers' satisfaction. The results of Pareto chart shows that there are number of problems which are facing by the existing customers in the customer service centre i.e., network problems, sim registration problems, billing issues, sim blocking issues, etc. [PUBLICATION ABSTRACT]