Annual Report Maroc Telecom

INNOVATE TO ACCOMPANYUSAGE GROWTHThe quality of customer relationship - A strategic priorityCustomers’ waiting times, service quality is rightly more strong. Since 2004, MarocTelecom has embarked on a total quality approach, by raising this requirement tothe top of its priorities.The quality of service at the heart of customer relationshipMaroc Telecom was awarded in 2009 renewal of the ISO 9001quality certification ithad first obtained in 2004. Actions to improve the quality of customer relationshipand service to customers have been pursued: serving rural areas with voice andInternet services, alternative payment methods and Development of alternativenetworks (Internet, ATM, automatic terminals, branches ...).Continuous monitoring of qualityTo evaluate the effectiveness of these actions, 31 internal quality audits wereconducted in the regional and central centers committing almost 186 man-daysincluding 122 for the structures having a direct impact on customer satisfaction: salesoffices, technical centers, installation experts and after sale service. The results arethere: the certification authority found in November 2009, continuous improvementof customer satisfaction.Staff know-how and a culture of qualityThe optimal management of after-sales service of all products aswell as the technical quality of transmission networks, are a majorasset for the operator. To get a global view of the service provided tocustomers and to react quickly regardless of the technical problem,Networks and Systems teams were mobilized throughout the year onthe establishment of an End to end control of the technical chain.Maroc Telecom pursued in 2009 training of the commercial teams toensure availability of products in agencies and the best conditions forreception, sales and after sale service.2009 Annual Report