Total Quality Management Implementation in the Mobile Network Operations Centre: A Systematic Literature Review

The implementation of Total Quality Management (TQM) can enhance the operational efficiency of the telecommunication industry including the mobile network operational centres (NOC). This study employs a systematic literature review (SLR) to probe the impact of TQM on telecommunications and network operations centres (NOC) in order to establish facts and reach new conclusions. Literature is reviewed using keywords and relevant articles are selected based on the inclusion and exclusion criteria and a total of 50 articles were reviewed after the implementation of the inclusion and exclusion criteria. Thereafter, a TQM framework is developed for the NOC department, focusing on fault management of 5G transmission faults. This helps gain insights into TQM in a telecommunication NOC. It reveals what TQM tools, principles and methods that can be incorporated in the NOC for fault management of 5G transmission faults.