Tele Liban

Tele Liban

SWED co.

INTRODUCTION

HISTORY

TQM implementation

Lebanon TV or TeleLiban, once known as channel 7, launched in 1959 by General Sleiman Nawfal.

It was one of the first mainstream Lebanese viewing channels.

Obstacles

Benefits

• Improved quality‎

• Lack of continuous training, education and development. ‎

stat IPSOS

• Customer satisfaction

• Employee satisfaction‎

• Paying inadequate attention to external customers‎.

‎According to stat IPSOS, TeleLeban one of the least viewed channels on Lebanese ‎Television.‎

Also stat IPSOS says that only 11.6% of viewers were watching Lebanon TV in ‎‎2012.‎

BanchMarking

SWOT

A standard or point of reference against which things may be compared.

analysis

- All TV channels in Lebanon

Strengths

Weakness

- The name, same to country name.

- Avoids any content that promotes sectarianism in Lebanon.

- Huge Archive.

- Financial.

- Lack of management.

- Structure.

- Social media dep.

S

W

trengths

eakness

Quality ‎

O

T

pportunity

hreats

Opportunity

Threats

Quality objective

- Discover New ‎Talent: ‎

- Success of Other ‎Channels:

‎If TeleLiban can ‎discover the next ‎big thing in ‎Lebanon it might be ‎enough of a life line ‎for them to make a ‎comeback in the ‎Lebanese scene.‎

With the ‎rising success of ‎other channels ‎TeleLiban is at ‎threat of becoming ‎obsolete if they do ‎not act fast.‎

TeleLiban’s main aim is to increase viewership. They hope to do this by attracting the ‎youth of Lebanon. ‎

Wide quality objectives

- Startup331

By immediately increasing their viewership, TeleLiban will be able to obtain more ‎money through advertising. ‎

Quality statements

TeleLiban’s mission is to deliver :

1- Quality news.

2- Entertainment and education.

3- History of Lebanon.

to the ‎Lebanese people. ‎

Structure

Strategic Plan

The company’s goal is to increase viewership. This will result in a higher income ‎through advertising.

The biggest challenge that currently face teleLiban is being able to increase viewership on a shoestring budget‎.

Old Quality Structure

Vs.

Proposed Quality Structure

The department managers as well as the CEO are therefore responsible for ‎standardizing the processes in the company effectively giving the CEO and managers ‎complete control over the decision making process.‎

Present

- Centralized

- ‎3 Headquarters

- lack of entertainment programs

HeadQuarters

TeleLiban consists of 311 employees including freelancers and is espousing a tall ‎hierarchy while operating using a functional structure.‎

Recommended

??

- Decentralizing ‎

- Implementing a new interns program

There are two main departments that are responsible for delivering the ‎services of TeleLiban‎.

1

News Department: ‎

Programs Department:‎

2

- The news department consists of reporters who are responsible for discovering the ‎latest news in the country.‎

- The programs department is where any programs such as movies/series are organized and decided upon.‎

5%

- Filter to avoid sectarianism

Customer Relation

&

- Helo Ktir

- Chef Antoine’s cooking show‎

- Kalima Horra

95%

Social media

Customer Feedback system

FaceBook

YouTube

This is an example of a random blogger who have joined YouTube 2 months before TeleLeban and his views are about to reach TeleLeban's views.

25

300

The fact that the YouTube channel has very low viewers is an extremely scary statistic. ‎This means that a very small number of people watch reruns of TeleLiban’s ‎shows. Of course this fact alone is not enough to determine that people are unsatisfied ‎with the content because as we all know not everybody watches reruns. ‎

As an example, a pinned post on TL FaceBook page have reached 25 likes in 3 days, and a post on LIU instructor page have reached around 300 likes in less than 15 hours.

TeleLiban’s feedback system still needs a lot of work. The social media ‎department is of course responsible for gathering intelligence about what external ‎customers are thinking and how they feel.‎

ILLEGAL

UNEXPECTED MOVE

2016 Copa del Rey Final

TWITTER

At 22/5/2016, after the BeIN sport channel lost their exclusive to broadcast the match between Barcelona and Sevilla, TeleLiban made an unexpected move to attract viewers by broadcasting the game.

* Barcelona win by luck

All the tweets are connected to the Facebook account which means that they don't have an employee from the 311 employees who can take care of one of the most important social media websites.

Customer satisfaction

Recommendation

in customer relation

As was discussed in the introduction, TeleLiban’s viewership is currently very low. ‎Furthermore there isn’t any indication that the current viewers are happy with the content ‎being broadcasted.

Speedy easy way with no cost :

- FaceBook posts.

- Voting Tweets.

RECOMMENDATIONS‎

Purpose of this Project‎

‎1.‎ Adopt a Flat Structure‎.

‎2.‎ Implement the internship program‎.

‎3.‎ Implementation of a Research and Development Department‎.

‎4.‎ Internal and External Questionnaires.

‎5.‎ Attempt to host famous personalities every now and then.

‎6.‎ Attempt to seek Accreditation‎

The aim of this project is to determine the reasons behind the decrease of ‎viewership of Lebanon TV by analyzing the following:

‎

‎-‎ Performance vs. Expectations ratio

‎-‎ Obstacles that Lebanon TV face which prevents them from performing TQM

‎-‎ Efficiency and effectiveness of management ‎

‎-‎ Market adaptation techniques

‎-‎ Competition research

Tank You

Ahmad Braiteh