Quality Management, Mobile Communications Provider Training Programs

The competition of different vendor's training project is fierce in the mobile communications industry. Providing the high quality of training service is the important gain of market share. Therefore it's necessary to import the TQM (Total Quality Management) concept into the operator's training business.This thesis is about to explain the basic theory of TQM and the four stages cycle of PDCA (Plan-Do-Check-Act) which are training requirement analysis as PLAN, training implementation as DO, training evaluation as CHECK and improving as ACT. Customer satisfactory survey is carried out by entity relation diagram based on the different aspects of mobile operator's. List the famours Kirkpatrick's four training evalution modules and their examples in mobile communincation training evalution.Stating the probable reasons which causes quality problems by fishbone diagram.In the last, I take an example of a Unicorn's soft switch competence development project to illustrate the benefits in real project and to compare the results before and after TQM implementation. Training project vendors do focus on customer needs and customer satisfaction.I analyse two challenges which mobile communication vendor's academy is facing now:outsourcing contractor's low competence issue and the gap between classroom training and practical work, and then provide reliable solutions for those customer concerns.