Development of a total quality management framework for the mobile network operations Centre

Telecommunication is one of the most fast-paced and rapidly changing sectors globally. This study develops a total quality management (TQM) framework for mobile network operation centres (NOC) to aid in network surveillance and fault management processes for a 5G transmission network. A systematic literature review was conducted using academic articles in journals and conference papers sourced from the EBSCOHost database. A fuzzy analytic hierarchical process (FAHP) was used as a multi-criteria decision-making tool to determine which criteria and factors are of the highest ranking for the development of the TQM framework. Data collection and control sheets were ranked higher, making them critical to the framework. This shows that, without good data, no problems can be identified, visualised, analysed, and solved and processes will not be improved. Process improvement is ranked last, showing it is of the lowest priority compared to the other criteria. This however, does not imply that in TQM it is of lower priority, as it is needed to keep meeting the needs of the customers. The framework includes how the TQM tools and techniques can be used in collecting, visualising, analysing, solving problems, and improving processes.