QUALITY MANAGEMENT PRACTICES AND CHALLENGES IN ETHIOPIAN TELECOMMUNICATION

Abstract

As the world moves towards a globalized service dominant economy system with experiencing rapid growth, many nations shift from a manufacturing –based economy to service economy, the major factor for this change is the invention of computer technology and advancement in telecommunication. This research was conducted with the objective of the quality management practices and challenge in Ethiopian telecom, The research has adopted a qualitative and quantities approach. The data were gathered through a survey questionnaire was distributed for managers in all level additionally the company policy, documents and procedure were used as a secondary source of data. The study reveals that, there were absences of systematic management training. Regularly the company provided training for managers whenever the mangers up graded to fill new position. Quality Management practice faces many problems: lack of long term plan, poor quality management training program, inaccurate development, difficulty to evaluate training and development out comes. Then I recommended that, management practice program needs to be a systematic function, linked and derived from the overall organizational strategies, plans and policies, rather than being piecemeal, standalone activities, designed to react to the current organizational conditions. In terms of management practice, this process needs to be systematic; training needs should be change and adopted based on objective systematic techniques rather than being subjective to the mangers direct viewpoints and personal aspects and it should be for all managerial level by emphasizing the need to be on performance appraisal records and job descriptions. When adopting and assessing a quality management practice training needs, the analyses should include individual, organizational training needs rather than only individual’s needs.