OPERATIONS MANAGEMENT PRACTICES AND THE PERFORMANCE OF THE TELECOMMUNICATION SECTOR: A STUDY OF GLOBACOM CALABAR

ABSTRACT The general objective of the study was to examine the relationship between operations management practices and the performance of telecommunication firms in Nigeria with Globacom Calabar branch as a case study. The specific objectives of this study were to determine whether there is a relationship between design operations management practices and Globacom performance, to examine the relationship between operations practices and Globacom performance and to determine the relationship between systems operations management practices and Globacom performance. A case study design was used in this study. The target population for this study comprises of top management, middle management and lower management staff of Globacom Calabar branch. Simple Random sampling method in selecting respondents. The Taro Yamane formula was used to draw out the sample size. The method used in collecting data for this study is the questionnaire method. To investigate the relationship between the dependent and independent variables, the Pearson Product moment correlation (correlation coefficient) was used. It was established that there is a significant relationship between design operations management practices and Globacom performance. The study also established that there is a significant relationship between operations management practices adopted by Globacom Calabar branch and its performance. The results of the study revealed that there is significant relationship between systems operations practices and Globacom performance. Based on the findings, the study recommended that Globacom Calabar branch need to invest more on technology improvement due to the fast innovations witnessed in the sector. Globacom should take time to provide product and services aimed at satisfying the needs of customers at all times.