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Summary MGT 302 Week 4 Assignment.docx T-Mobile Process Improvement MGT 302 Foundations of Production and Operations Management Introduction Wireless carriers are constantly jockeying for share of port-ins (also known as SOPI, which is the percentage of$7.49
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Summary MGT 302 Week 4 Assignment.docx T-Mobile Process Improvement MGT 302 Foundations of Production and Operations Management Introduction Wireless carriers are constantly jockeying for share of port-ins (also known as SOPI, which is the percentage of
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MGT 302 Week 4 A T-Mobile Process Improvement MGT 302 Foundations of Production and Operations Management Introduction Wireless carriers are constantly jockeying for share of port-ins (also known as SOPI, which is the percentage of overall subscribers who are porting in their number to a ...
mgt 302 week 4 assignmentdocx t mobile process improvement mgt 302 foundations of production and operations management introduction wireless carriers are constantly jockeying for share of p
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Running head: T-MOBILE PROCESS IMPROVEMENT 1
T-Mobile Process Improvement
MGT 302 Foundations of Production and Operations Management
, T-Mobile Process Improvement 2
Introduction
Wireless carriers are constantly jockeying for share of port-ins (also known as SOPI,
which is the percentage of overall subscribers who are porting in their number to a new wireless
carrier) and overall market share. The three main competitors in this space are Verizon, T-
Mobile, and AT&T. Earlier this year, and after their merger with Sprint, T-Mobile announced
that it overtook AT&T and became the second largest carrier in the U.S. “T-Mobile US Inc. said
it vaulted ahead of rival AT&T Inc. in the race for wireless customers to become the country’s
second-largest cellphone carrier” (Fitzgerald, 2020). Competition in the wireless space has
always been fierce. Due to this, there is little practical difference between the three main
competitors. They each have a nationwide network (although the advancement of 5G does pose
challenges relative to speed to market), similar rate plans and offerings, the same devices, and
sizeable retail footprints.
The biggest differentiator ultimately comes down to customer experience. Fortunately
for T-Mobile, it has been the dominant player in this space for quite some time. “T-Mobile
snags a record-breaking high score (AGAIN) from J.D. Power for Full-Service Wireless
Customer Care. That’s the sixth time in a row and the TWENTIETH time overall that the Un-
carrier beats the Carriers in their segment” (BusinessWire, 2020). Although T-Mobile is the
leader in this space and has a tremendous growth trajectory, it does have some opportunities to
improve its customer centric processes. Specifically, they are too reliant on their retail
distribution for servicing their customer base, which is even more problematic due to the
COVID-19 pandemic. T-Mobile’s best bet would be to revaluate their customer flow processes
and improving quality by using the Six Sigma philosophy, with an end goal of future fitting the
organization as well as adapting to the current retail climate.
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