Business process improvement for mobile type approval in a telecommunication organization

Abstract

This thesis aims at studying the business process of Mobile Type Approval. It is mainly to improve the efficiency and reduce timing in the process. Timing in this process can be classified into 3 parts: total time for the overall process, time for testing in Service Center, and time for testing in Engineering. Based on the survey, it is found that time used in practical of each part is longer than that Marketing hsd expected. In this improvement process, questionnaires are developed and distributed for surveying the customer requirement in doing Type Approval of mobile phone. Then this information is taken into House of Quality (QFD phase 1). The result, which is called Technical Response, is used with the theory of Business Process Improvement. Process Improvement Team (PIT) is then established in order to improve the process to be more efficient. After PIT has streamlined the process, it is shown that the total time for for the overall process is decreased from 58 to 49 working days (Improved 16%), and to 35 working days if not including TOT process which is out of scope in this research (Improved 40%). The time for testing in Service Center is decreased from 4 to 3 working days (Improved 25%). The time for testing in Engineering is also decreased from 27 to 14 working days (Improved 48%). Therefore, it can be concluded that this new process takes shorter time and is more efficient because it can response more on customer rquirements. Moreover, it can support the test topics that have increased. However, Mobile Type Approval process should be reviewed and improved continuously.