MGT520: Quality Management Program for Saudi Telecom Case Study

This case study examines the potential implementation of a quality management program within the Saudi Telecom Company (STC), a leading telecom provider in Saudi Arabia. The assignment explores the reasons for adopting such a program, focusing on enhancing customer satisfaction and re...Read More

Running head: CASE STUDY – CRITICAL THINKING
Case Study – Critical Thinking
Name of the Student
Name of the University
Author Note

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Table of Contents
Introduction......................................................................................................................................2
1. About the Saudi Telecom Company........................................................................................2
2. Reasons why a Quality Management Program is being selected for the Saudi Telecom
Company..........................................................................................................................................3
3. Ways by which the Quality Program will enhance the Working of the Organization.............4
Conclusion.......................................................................................................................................5
References........................................................................................................................................6

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Introduction
Ensuring customer retention and customer satisfaction are important for business growth.
Customers are likely to return to a particular business or enterprise for the purchase of products,
if these turn out to be of high quality and successfully cater to the requirements and needs of
customers (Gutierrez-Guiterrez et al., 2018). Quality management programs that are adopted by
companies are those that operate on all possible levels to make sure that the company is able to
live up to all of the standards that it wishes to convey. The quality management programs are
those that have sufficient potential to put the business in a position to gain a competitive edge
over its rivals (Fernandes et al., 2017). This assignment engages in a critical discussion about
how the Saudi Telecom Company, a renowned telecom services provider in the country of Saudi
Arabia can adopt a quality management program in order to customer satisfaction as well as
customer retention all around the year.
1. About the Saudi Telecom Company
The Saudi Telecom Company is a digital leader in the country that has acquired name and
fame for the innovative platforms and services that it makes available to its customers. It has also
played an important role in bringing about what may be termed as a digital transformation in the
entire MENA (Middle East and North Africa) region as a whole ("stc - Our Vision & Values",
2020). The Saudi Telecom Company is particularly well-known for its dynamism and the wide
range of services that it is seen to make available to its customers. It is also a company that is
known to be quite dedicated to keeping its customers happy, and till date the company has done a
successful job of ensuring the satisfaction of its customers, giving them every reason to avail the

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telecom services of the company on a regular basis. The drive of the Saudi Telecom Company is
what has played an important role in helping the company to gain name and fame, and the
company is known to demonstrate a restless energy when it comes to looking up the best
possible solutions for its employees and clients ("stc - Our Vision & Values", 2020).
2. Reasons why a Quality Management Program is being selected for
the Saudi Telecom Company
Since the Saudi Telecom Company is one that focuses a great deal on customer retention and
customer satisfaction, it is believed that this is a company that can truly benefit from the
implementation of a quality management program (Kiran, 2016). Such a program will be
elaborate in its nature or stature, and it will help the company to do an even more successful job
of keeping its customers happy through the provision of innovative services, more than it is able
to in the present (Aquilani et al., 2017).
The quality management program that is being selected for this particular organization is
one that entails the deployment of a quality assurance professional who will oversee the various
operations of the company, to make sure of the fact that these are being performed in a way that
these look into the requirements of customers (Siva et al., 2016). This is a person who will be
sitting in the main office of the company in Riyadh and who will be entrusted with the duty of
going through all of the assignments and responsibilities that the junior and other senior officers
of the company are assigned, to take note of any lapse in duty or particularly in the quality of the
tasks that are performed. No doubt the quality assurance officer will play a very crucial role for
the Saudi Telecom Company and the work that is done by the officer will be based on the key
principles that are associated with the process of quality management which are reduction of

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costs, an increase in customer satisfaction, an increase in quality of the services provided and the
boosting of the morale of the employees (Li et al., 2018). The last element is very important
when it comes to doing quality work for an organization. If employees are not positively
motivated to do their work, then there will be a decline in the standards that they adopt to do this
work and the productivity and output of the organization is likely to suffer to a considerable
extent. The hiring of a quality assurance officer is something that is going to look into the major
matter of customer satisfaction as well as customer retention, while keeping the employees of the
Saudi Telecom Company well motivated at the same given time (Psomas & Antony, 2017).
When employees are encouraged to monitor the quality of their work, they will feel an additional
urge to perform to the best of their potential and they will also be able to avoid many of the
critical mistakes that can end up costing the company of its clientele in both the short term as
well as the long term (Li et al., 2018).
3. Ways by which the Quality Program will enhance the Working of
the Organization
There are a number of ways by which the quality program, in this case, then deployment
of a quality assurance officer, can enhance the working of the Saudi Telecom Company. To
begin with, the quality assurance officer will play the important role of getting the employees of
the organization to focus on their work more, to pay closer attention to detail when doing their
work and to focus on providing clients with solutions to their problems that are likely to give
results over the long term (Nanda, 2016). The issue of defects is something that can be entirely
avoided when there is a quality assurance officer in place to oversee the operations of the
business organization (Soares et al., 2017). This person will prevent the employees of the

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organization from going wrong with the work that they do for their customers. The products,
services and solutions that are made available to the clients of the organization will be of a more
refined quality and customers are likely to experience a greater degree of satisfaction with the
services that they choose to avail from the Saudi Telecom Company (Hahn et al., 2017). The
quality assurance officer will be able to do the important job of ensuring customer retention and
customer satisfaction as a consequence of which the services and solutions offered by the
company are always going to be in high demand among its target audience. There will be a
general feeling among customers that they are truly getting full value for the money they spend
on the services, products and solutions that they purchase from the Saudi Telecom Company
(Nakato & Shirahige, 2017).
Conclusion
Thus, there are a number of ways by which a business organization like the Saudi
Telecom Company can use a quality management program like the recruitment of a quality
assurance officer, to enhance customer satisfaction and consequently customer retention. By
focusing on quality management, the Saudi Telecom Company, which is already seen to be
doing quite well in the industry where it operates, will be in a position to do an even better job of
looking into the requirements and needs of its customers. The quality assurance officer can do a
thorough job of avoiding defects and technical faults in the rendition of services, and the
products that the customers end up procuring from the company will be devoid of the type of
issues that could otherwise make them claim a refund. Customers shall feel satisfied with the
money that they spend on such products and services, and in the bargain there will be a greater
possibility of them purchasing the services that the company has to offer in increased number.

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References
Aquilani, B., Silvestri, C., Ruggieri, A., & Gatti, C. (2017). A systematic literature review on
total quality management critical success factors and the identification of new avenues of
research. The TQM Journal.
Fernandes, A. C., Sampaio, P., Sameiro, M., & Truong, H. Q. (2017). Supply chain management
and quality management integration. International Journal of quality & reliability
management.
Gutierrez-Gutierrez, L. J., Barrales-Molina, V., & Kaynak, H. (2018). The role of human
resource-related quality management practices in new product
development. International Journal of Operations & Production Management.
Hahn, S. E., Sparks, B., Wilkins, H., & Jin, X. (2017). E-service quality management of a hotel
website: A scale and implications for management. Journal of Hospitality Marketing &
Management, 26(7), 694-716
Kiran, D. R. (2016). Total quality management: Key concepts and case studies. Butterworth-
Heinemann.
Li, D., Zhao, Y., Zhang, L., Chen, X., & Cao, C. (2018). Impact of quality management on green
innovation. Journal of Cleaner Production, 170, 462-470.
Nakato, R., & Shirahige, K. (2017). Recent advances in ChIP-seq analysis: from quality
management to whole-genome annotation. Briefings in bioinformatics, 18(2), 279-290

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Nanda, V. (2016). Quality management system handbook for product development companies.
CRC press
Psomas, E., & Antony, J. (2017). Total quality management elements and results in higher
education institutions. Quality Assurance in Education.
Siva, V., Gremyr, I., Bergquist, B., Garvare, R., Zobel, T., & Isaksson, R. (2016). The support of
Quality Management to sustainable development: a literature review. Journal of Cleaner
Production, 138, 148-157
Soares, A., Soltani, E., & Liao, Y. Y. (2017). The influence of supply chain quality management
practices on quality performance: an empirical investigation. Supply Chain Management:
An International Journal.
stc - Our Vision & Values. (2020). Retrieved 5 March 2020, from
https://www.stc.com.sa/wps/wcm/connect/english/stc/aboutSTC/Overview