MTS: "Baker's Dozen" and "Five-Year Plan of Quality"

Let's start with congratulations: October 28, MTS said 13 years of its activity in Russia. And I must admit that despite some rough spots, successfully retained the image of the operator, providing high-quality and stable connection. That under the conditions of work for the mass market is not easy. Our congratulations to the "baker's dozen" to rejuvenate himself and sincere wishes for further prosperity to the delight of millions of subscribers.

Russia has already become a tradition on the anniversary of the company to distribute gifts to clients (especially potential), the classic version - "We are 6 years old, you - 6% discount! etc. In this sense, "13" - not an easy figure. Distribute all of 13 minutes in traffic? Not the fact that billing it can not charge the same almost by hand a different number of cents on the number of different tariff plans. Put everything in the bill by 13 cents - no end of laughter, for $ 13 - far too generous. As a result, purchased mobile content and the 4-day opened to him free access to all MTS subscribers. It remains to determine the place of the dislocation of games, pictures and music: if the Wap-site MTC, charging that Wap-traffic may be slightly dampen holiday giveaway polyphonic "Boomer". A quote from the press release:

In honor of the birthday of the company, all subscribers of MTS given the opportunity, from 28 to 31 October have free access to the collections of the best content. Access to a variety of entertainment, as well as interesting and relevant information, the subscriber can receive the special section of the WEB and WAP sites MTS.

Any subscriber of MTS will be able to share in the celebration for free download high-quality and interesting games for mobile phones in most popular formats. In addition, subscribers can choose polyphonic ringtones, realtones exclusive, best video from the world's leading providers and clips from famous movies.

Unique products offered as gifts, are taken from such WAP-resources MTS as:

• Live Sound - a service that provides a format mp3 music: polyphonic ringtones, realtones.
• Toy shop - a collection of the most exciting mobile games.
• Video Club - video portal with a collection of videos from the world's leading providers and rollers of the famous Russian films.

Quality above all

The assurances of the President of MTS Leonid Melamed top purposeful struggle for improving the quality of service is not due to degradation of service. "For any development strategy must deal with quality. Market competition is strong and clearly will not weaken. Quality - one of the major tools of competition."As we see from the slide presentation, 71% of corporate customers of MTS would recommend this operator, your partners and colleagues in the business.

The situation in the mass market is less optimistic. Loyalty is estimated the scheme NPS (Net Promoter Score), where the NPS-rate is obtained by subtracting the percent of "critics" of interest "promoters". Exact figures have not shown us, however, stated about the "almost half" of the MTS would recommend to friends and acquaintances and "high satisfaction" at 73%. Despite some vague wording of (any number greater than 45% can be safely treated as "almost half"), you can assume that the active supporters in 1,8 times more than the critics.

For the first time the existence of the struggle for improved quality of care delivered, so to speak, on the industrial track. " Quoting the President of MTS: "That which was not and that we have created - a system of quality management." Indeed, in the "Committee on Quality of MTS include top managers from different departments, and for technical and administrative support work of the Committee established a special" quality of the Department of the MTS Group. "

Slide give for the sake of an exhaustive formulation of quality as the degree of relevance to the needs and expectations. Despite all the existing objective measures, the concept of "quality" is quite subjective, a lot depends on the height of bars. For example, two or three times, "network busy" when trying to call can comment as a "network has become disgusting to work" due to the fact that many do not expect the MTS may be small and random crashes.

Difficult path of claims and proposals. As you can see, the request falls into a special "save the Department of subscribers and it is not surprising that the response time is often stretched to a week or more. By the way, even many of the contracts with the voluntary dissolution of closed immediately, but blocked previously with the ability to recover. Then the former subscriber may call with a question about the reasons for termination and try to persuade to stay in the MTS. Which is quite logical, since, if successful, saves the cost of attracting new customers.

2007: Activities to promote quality

QUALITY NETWORK

Initiative in 2007 to promote the quality of the network

№ The	Event
1.	The coverage of MTS network (construction of new base stations (BSC) in more than 85 regions of Russia)
2.	Projects aimed at optimizing network (own service manual MTS + external contractors)
3.	Optimization of the key processes of the network operation (reducing the total time crashes by 15-20%, increasing the speed of disaster recovery)
4.	Implementing a comprehensive monitoring system of quality network performance network operation processes.

QUALITY «VAS» SERVICES

Initiative in 2007 to promote the quality of VAS services

№ The	Event
1.	Tightening of requirements for suppliers VAS services. Inclusion in the agreements with suppliers of indicators related to quality of VAS services (speed, availability, accuracy).
2.	Revision of rules for selecting suppliers VAS services. In 2007, the VAS providers will be required to provide proof that they have the quality control system.
3.	Implementation of the audit program of quality management systems providers VAS services provided by MTS.
4.	Implementing a comprehensive monitoring system of quality indicators VAS services.

QUALITY BILLING

Initiative in 2007 to promote the quality of billing

№ The	Event
1.	Stricter requirements for company-outsourcer, responsible for the operation of billing systems and payment systems. Inclusion in the agreements with suppliers of indicators related to quality of billing (speed, availability, accuracy).
2.	Development of a monitoring system of quality indicators billing (expanding the list of monitorable indicators, monitoring the level of customer satisfaction and speed up the calculations).
3.	Optimization of key operating processes billing (reducing the total time of failure and reduce the number of subscribers associated with billing by 30%)

QUALITY OF SERVICE

Initiative in 2007 to promote quality of care

№ The	Event
1.	Implementation of "Voice of the customer."Development of feedback channels to subscribers of MTS to assess their satisfaction with quality of service.
2.	Implementation of the program "System performance monitoring service processes". (Required for program implementation Six-sigma)
3.	Implementation of the program «Six-sigma» MTS. The implementation of more than 30-40 projects to increase the speed and efficiency of virtually all the key processes of customer service. Planned result projects Six-sigma - a radical increase in speed and quality of service MTS subscribers.

As we see, separate block events are marked by "the development of the quality of billing." This is no accident, there certainly has something to develop. In this case, the adage about a spoonful of tar and a barrel of honey is very valid, since from the perspective of the company's image inexplicable disappearance of a couple cents from the account can nullify all the efforts of experts on quality assurance. And with the billing at times strange things are happening. For example, on a personal account of one peacefully lying in a drawer SIM-card in less than three weeks, was seen a few unexplained "surprises":

• Write-off license fee for services "wholesale" for 2 days - 1 times, "wholesale" for the three (!) 2 times of the day. It seems okay, but for this reason may be created the impression of "stealing" money from the account.
• Erroneous cancellation of $ 0.53 (according to the girls from abonsluzhby all subscribers RED). A few days later all the ill-fated half a dollar to the account back, but got into financial locks are out of luck: today at restoring health facilities after the recharge takes one to two days.

Four failed billing system in one room for 18 days - cheerless statistics. For a period not specially chosen, data in recent days. Perhaps, it's not "build quality" is necessary, but something to seriously begin to do with the recalcitrant Foris.

A separate theme - the inaccessibility of the balance to the number 088011. As it turned out at a meeting with Leonid Melamed, many experience difficulties with the implementation of this simple operation. The problem is that all the old subscribers transferred en masse to a new billing system, where the query instead of the balance of 088,011 should dial 0022210. But people do something about it have no clue and still gain a familiar combination of 088,011. And one fine morning, instead of the sum in the account they hear "Enter your 10-digit mobile phone from a three-digit code." Enter these same 10 digits and in response to hearing "Please type a command or session will end. Thank you for using our services, goodbye." I wonder how many hundreds of thousands of people contacted in this regard in the contact center or office MTS? Moreover, this "global problem" there is not the first month. If we replace the phrase "Enter the 10 digit number .." on "From now on, dial 0022210" is so difficult, the quality improvement program for 2007 should include a separate item "Development of the quality of your voice mailbox.