CSL Limited

Serve Efficiently via Improving BPM

Hong Kong CSL Limited (CSL) is a leading mobile network service provider in Hong Kong. Operating with the spirit of innovative thinking, honesty, reliability, and receptiveness, CSL continuously provides caring and innovative services to its customers. CSL invited TQM to design a series of BPM (Business Process Management) training, targeting to share leading practices in telecommunications and other best practitioners in service industries with CSL’s backbone staff and provide improvement project coaching support to them.

Project Scope

  • Design and deliver a series of BPM Training
  • Share best practices in customer servicing and service quality
  • Coach the Process Improvement Project team members to identify and apply tools to resolve issues and problems
  • Enable substantial improvements


  • Participants fully understood the knowledge and were able to rethink, utilize and apply the tools learned, and find rooms to improve their workplace and make it perfect
  • Now, customers only need to spend 15 minutes queueing and completing the New Service Plan Contract instead of over 1 hour in the past
TQM's Principal Consultant Ir. Dr Aaron TONG delivered a 4-day BPM Change Agent Training to CSL's staff