Abstract:

This research paper describes a case study of a Mobile Telecom Company that support quality assurance practices to achieve the competitive market challenges. This framework is based on the Malcolm Baldridge National Quality Award to measure the extent for assessing organizational performance. The objectives of this research study are to determine the situation of market competition in providing efficient and effective services for achieving continuous improvement and business performance excellence. All the data is gathered from a mobile telecom company of 102 employees. After analysing the data, correlation results are positive and this demonstrates that the performance of the organization is improved significantly. Based on the results, it can also be concluded that the goals can be achieved completely by implementing quality assurance practices that are based on the MBNQA framework. It is conclude that quality of service in this mobile telecom company is fully involved and practiced. It is noted that clear goals and directions for obtaining quality assurance practices are set according to organization’s policies.