Six Sigma Telecom (or why Quality is paramount over cost)

Over the holidays I was able to catch up on some reading. The book I finished was “Eccentric Orbits – The Iridium Story” by John Bloom. In a future post I plan to give a short review of this book and a few other books on telecom that I have recently enjoyed.

One of the items that struck me in the book was the description of the Six Sigma management philosophy pioneered by Motorola (the builder of the Iridium constellation of satellites) in the 1980’s that was famously adopted by Jack Welch and General Electric in the 1990’s. The focus on Six Sigma is on eliminating defects and reducing variability. It takes its name from statistics, sigma being the term for a standard deviation from a normal distribution.

In layman’s terms Six Sigma can be summed up as “…if you build things that don’t break, you don’t have any costs of fixing them later…”.

This is the central philosophy we have at AurorA and it resonated strongly with me. In our view the concept of Least Cost Routing (LCR) for international voice traffic is outdated, ultimately more expensive and leads to substandard business outcomes. Choosing the highest quality termination, i.e. a direct route that passes true Calling Line ID (CLID), actually leads to better value and over a longer period of time, higher revenue and lower overall total costs.

Direct costs are lower if you choose premium quality over a cheaper but lower quality route. The LCR way will lead to call failures and trouble tickets. Customers will complain.The cost of chasing trouble tickets can be substantial as well as the re-routing necessary until the faulty route is fixed. Customer service staff to take the calls and service technician costs will increase. These costs can quickly eat up the lower rate per minute of the cheap route.

Secondly, only a small percentage of customers that experience poor quality or call failures will actually complain and take the time to put in trouble tickets. The silent majority will simply stop using your service and use an alternative. They will, however, complain internally to their management team about the poor experience.

Top-line revenue will then also decline over time, initially from customers not using your sub-quality voice service, but further once your organization develops a reputation for poor quality. The maxim “How you do one thing is how you do everything” describes that phenomenon. Customers will not renew, or would look more favourably on competitors offerings. One poor niche allows a competitor an advantage and an avenue to exploit.

This is especially true if your customers are enterprise or business customers. Commercial customers demand excellent quality from your entire service offering. International voice termination may be only a small fraction of your portfolio but if they cannot rely on the calls completing each time, every time with superb “pin drop” audio quality than it would reflect poorly on the rest of your service offering.

This is why at AurorA we insist upon serving you with the highest quality, premium international voice termination. The Six Sigma philosophy highlights that the penny pinching of using a LCR is not worth it, and over the long run higher revenues and lower costs accrue from providing superior quality service to your customers.

Speak Your Mind

*