PROJECT ABOUT WORKFORCE FORECASTING IN THE CONTRACT CENTER IN MINISTRY OF TRANSPORT AND COMMUNICATION IN QATAR AND QUALITY MANAGEMENT OF THE CALL CENTER
Literature Review
Various researchers have conducted researches regarding significance of workforce in businesses along with importance of communication in managing businesses. Shaaban, K., & Kim, I. (2016) targets passenger satisfaction regarding taxi services in Qatar. The author suggests that Qatar is one of the richest nations in the world and Taxi services are robust in the country (Shaaban, 2016).
Most of people use these services for transportation instead of using current rail system in the country. The major aim of this study is to target quality characteristics of the current taxi services in the county. Therefore, the study conducts a special analysis targeting various taxi users in the country to investigate their level of satisfaction regarding current taxi services in Qatar (Shaaban, 2016).
The author used a structural equation model in this regard considering relationship between demographics and user satisfaction and between user satisfaction and trip time. The results of this study show that there is a huge workforce capacity in the ministry of transport of Qatar as its people prefer to use their personal cars being rich. However, taxi services are satisfied as well (Shaaban, 2016).
In another study, Randeree, K. (2012) States that migrant workers in Gulf nations such as Qatar and UAE are increasing and it is causing serious issue for the residents of these nations in context of getting jobs and business opportunities. Gulf Cooperation Council (GCC) states that foreign inhabitants constitute nearly one-third of the total GCC population. In the same manner, local citizens constitute only one-quarter of the total population of the country and it is planning to increase its workforce in various sectors including its ministry of transport and others (Randeree, 2012).
Qatar like other Gulf nations plans to increase its local or national workforce in all its departments including in the ministry of transport. It is the primary reason that Gulf Cooperation Council (GCC) is training and educating local citizens to have adequate skills for replacing expatriate. Moreover, Gulf Cooperation Council (GCC) is encouraging its citizens to enter in to the private sector as well. The major aim is to increase its local workforce in every department (Randeree, 2012).
It means that workforce forecasting would have a positive trend in the contract center of the ministry of transport in Qatar. The major fact behind this stance is that Qatar is trying to nationalize its local workforce (Randeree, 2012). In the same fashion, the country aims to increase its local businesses through educating and trainings its local workers so that they can replaces external or expatriates.
In another study, Rybkowski, Z. K., Shepley, M. M., Bryant, J. A., Skelhorn, C., Amato, A., & Kalantari, S. (2017), highlights various challenges or issues faced by facility manager in Qatar. The study is relevant to the current subject as call center management is a special domain of facility managers and this study highlights issues facility managers have to face in Qatar. The study conducts interviews and workshops taking 40 facility manager (Rybkowski, 2017).
The study shows that facility managers in Qatar has various issues such as lack of robust infrastructure for information technology and lack of training in this section. It means that call centers in Qatar are facing challenges regarding their productivity and communication. Therefore, it is important for call center association in Qatar to improve its communication channels (Shaaban, 2016).
In another study, Al-Kuwārī, ʿ. K. (2012) talks about vision and strategies of GCC nations from perspective of Qatar. The author suggests that Qatar National Reforms 2030 (QNV) show that Qatar is facing serious issues regarding its shortage of labor force in various departments of the country. The study has a perfect relevance with the current report in sense that it highlights the impacts of reforms in Qatar according to its vision 2030. The current study talks about workforce forecasting in the contract center in the ministry of transport in Qatar (Al-Kuwārī, 2012). The study under consideration suggests that reforms in Qatar would increase local workforce in each of its departments including its ministry of transport (Al-Kuwārī, 2012). The major reason behind this context is that expatriates are increasing in Qatar and its local labor force is reducing over years. Data of 2001 shows that involvement of Qatar nationals in businesses and jobs was 14% (Al-Kuwārī, 2012).
However, it reduced to 6% in 2009. The trends show that this percentage would decrease further if Qatar does not implement these reforms. Most of the business people in Qatar are outsiders and they have huge investments in the country. It is the major reason that they are demanding permanent residence in this country and it is not good for Qatar nationals because its local population is already less than 50% (Al-Kuwārī, 2012). Therefore, it is easy to forecast based on this analysis that workforce would increase in the contract center in the ministry of transport in Qatar in coming years (Al-Kuwārī, 2012).
In another study, Abbasi, Q. H., Yang, K., Chopra, N., Jornet, J. M., Abuali, N. A., Qaraqe, K. A., & Alomainy, A. (2016) talks about Nano-communication technologies in Qatar. The study suggests that these communication devices are important for improving communication of healthcare technologies. The study has a perfect relevance with the current topic because the present study is talking about communication is Qatar (Abbasi, 2016). Therefore, it is important to understand various developments taking place in Qatar for improving communication in various parts of the country (Abbasi, 2016). The study suggest that Nano-communication technologies are making diagnostic of various diseases easy and possible. The major advantage of such technologies is that they can detect issues or challenges in small human body parts as well. It is the major reason that their efficiency is more than the efficiency of other communication devices (Abbasi, 2016).
Another study under consideration is by Tok, M. E., & Sever, D. (2019) highlights importance of regional training center for public administration. The study is relevant to the current topic in sense that the current study is targeting quality of call center management in Qatar and this study is talking about training center for public administration. It means that it has a perfect relevance with the current subject because call center management refers to managing public administration (Tok, 2019). The results of the study are making it evident that nations that have training programs for improving their public administration center are more successful than nations that do not have such programs. For instance, in this study example of Singapore is given (Tok, 2019).
It is the major reason that Qatar is having a partnership with Singapore in this regard. The primary advantage of this partnership is that Singapore is highly advanced in managing its public administration department and it is using innovative and advanced technology in this regard. Its partnership with Qatar would make it easy for Qatar to improve its public administration. Therefore, Qatar would find it easy to improve administration for its ministry of transport. Another significant advantage of this partnership is that it would become easier for Qatar to improve its call center quality as well. Moreover, it would improve communication of the country as well (Tok, 2019).
Another study under consideration in this regard Hannigan, L., Deyab, G., Al Thani, A., Al Marri, A., & Afifi, N. (2019) talks about implementation of an integrated management system at Qatar Biobank. The study suggests that Qatar Biobank is an important platform in the country that collects health data of its citizens along with lifestyle of its population to understand their needs and requirements in the future. The author suggests that it is not an easy process to integrate data. Therefore, Qatar Biobank implemented integrated management system that has ISO 9001: 2015 and ISO 27001: 2013 standards. The major advantage of using ISO 9001: 2015 and ISO 27001: 2013 standards is that it does not compromise major goals and targets of Qatar Biobank. The study has a perfect relevance with the subject in sense that this study is targeting communication challenges in ministry of transport along with quality issues in call centers (Hannigan, 2019).
In the same manner, the study highlights quality management in call center in Qatar. The study suggests that it is important for the contract center in the ministry of transport to incorporate an integrated management system. The major advantage of this system would be that it would make it easy for the contract center to collect relevant data from the ministry of transport regarding all employees in Qatar. Therefore, it would make it easy for the country to forecast workforce requirements in the ministry of transport. In the same manner, an integrated management system would help the country to improve the quality of its call center services. The major advantage of an integrated management system is that it would not compromise goals and objectives of the call centers in Qatar. On the other hand, this system would make it easy for these call centers to improve their service quality. Therefore, it would run two operations simultaneously in Qatar (Hannigan, 2019).
In the same manner, Alaoun, N. Y. (2018) talks about the role of total quality management in telecommunication sector in Qatar. The study collects data regarding Telecommunication Companies (Ooredoo and Vodafone) through a well-structured questionnaire. The results of this study make it evident that companies using Total Quality Management (TQM) practices are more successful than the companies that do not use Total Quality Management (TQM) practices. In the same fashion, the author suggests that various significant factors play an important role in improving quality of services in these telecommunication companies in Qatar (Alaoun, 2018). Some of the most significant and the most prominent factors in this regard include employee empowerment, reward system, customer focus, and recognition. These factors would improve overall quality of centers (Alaoun, 2018).
The study has a perfect alignment and relevance with the current research in sense that the current study is targeting to improve quality of call centers in Qatar. Therefore, it is important to implement Total Quality Management (TQM) practices in call centers of Qatar for improving their performance under the light of study under consideration. The major advantage of using Total Quality Management (TQM) practices is that these practices or methods would make it easy for call centers in Qatar to target major issues or challenges in them. In simple words, it is good to say that Total Quality Management (TQM) practices would help the call center in the country to identify various bottle necks that are compromising its success or making it difficult for them to improve their quality (Alaoun, 2018). Moreover, the study can be used for improving forecasting in the ministry of transport in Qatar using different Total Quality Management (TQM) practices as these practices would ease forecasting process by improving quality of forecasting method used by the country (Alaoun, 2018).
Likewise, in another study, Lande, M., Shrivastava, R. L., & Seth, D. (2016) talks about the use of lean six sigma by small and medium enterprises in Qatar. The study suggests that lean six sigma strategy is one of the most significant strategies for dealing with quality issues in organizations. The study conducts a survey in Qatar regarding the use of lean six sigma strategy in medium and small enterprises. The results of this study make it evident that organizations using lean six sigma have better performance as compared to the organizations not using lean six sigma technique. The study has a perfect relevance with the current research in sense that it is talking about various forecasting strategies or techniques that are useful in contract centers in the ministry of transport in Qatar. Moreover, it talks about ways or methods of improving communication in Qatar. Furthermore, contemporary study or research is talking about various methods that can help call center in Qatar to improve their quality. It means that the current study has all things that are required or needed by the subject for improving various factors like quality and forecasting (Lande, 2016).
Therefore, the best method that can contract centers in the ministry of transport in Qatar for improving their workforce forecasting is lean six sigma technique. The essence of this strategy is that lean has various tools that can make it for the ministry of transport in Qatar for improving their workforce forecasting. In the same manner, six sigma is the best strategy that help the ministry of transport in Qatar for improving their workforce quality. Moreover, improving call center efficiency and quality in Qatar is not a big issue as well because lean six sigma technique would do this job as well (Lande, 2016)
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