Thank you for the invitation to speak with you on this 2023 World Quality Day with the Global theme Quality – realising your competitive potential. You have asked me to make this theme, the topic of my speech as you mark the 2023 World Quality Day.
First let me commend you old colleagues at #MTN and several generations of MTNers after, for keeping up the industry and market leadership of MTN-Nigeria.
In the context of the topic, Quality- realising your competitive potential, I thought it might more useful to speak to the topic from a practical real life perspective and share experiences.
I will therefore like to modify the topic of my speech to “16 Quality Management Lessons / Reflections from the Cashless Implementation”. Even though the lessons are from the financial service industry, they should have wider applications beyond, in the context of general quality #management lessons. Some of the learnings might also be useful to you as you seek to transit your business from Teleco to a Techco.
Banks with the largest IT departments, that used to be traditionally renowned, were the ones that struggled most during cashless. Their historical army of engineers had built hard coded and multilayered #tech infrastructures that were difficult to modify overnight. The non-modular nature of the legacy system even meant that new problems were sometimes created in attempts to to solve current problems. The story on the street then, was that their customers had to wake up at 3 am to do transactions to have any hope of success.
Olu Akanmu.
For the purpose this speech today, I will like to define #Quality as that which is delivered when customer expectations are met , when the service promise is kept. During the #Cashless implementation, we saw the wide challenge b ..
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