3 New Kaizen Projects Launched to Transform Customer Experience at Mauritius Telecom

Mauritius Telecom (MT) has officially partnered with the National Productivity and Competitiveness Council (NPCC) to embed the “Kaizen” philosophy of continuous improvement into the heart of the parastatal’s operations.

The two organisations signed a Memorandum of Agreement (MoA) aimed at bolstering national productivity and innovation.

The strategy focuses on empowering every employee to identify and resolve workplace inefficiencies, a move described by officials as a vital step for the nation’s long-term economic strength.

Immediate Impact: Digital and Customer Solutions

The partnership has already identified three priority “Kaizen” projects designed to transform the customer experience:

• Convenient Bill Payment: Encouraging a shift toward digital payment channels.
• Tailored Solutions: Equipping call centre teams to provide personalised offers.
• Smart Service Initiative: Mobilising technical teams to deliver bespoke solutions and reduce recurring service issues.

A Culture of “Mindsets”

Speaking at the signing, NPCC Director Vinaye Ancharaz emphasised that the agreement transcends technical cooperation.

“It is about mindsets,” Mr Ancharaz stated. “It is about empowering individuals at every level to question existing processes, detect inefficiencies and create greater value.”

Veemal Gungadin, CEO of Mauritius Telecom, noted that the collaboration aligns with the company’s multi-year transformation.

“We believe excellence and innovation are key drivers of performance and customer satisfaction,” he said, adding that the partnership will allow teams to “proactively address everyday challenges.”

National Economic Strategy

The initiative has received high-level government backing. Minister of Industry Aadil Ameer Meea framed productivity as the “foundation of our competitiveness, social stability and long-term prosperity.”

Meanwhile, Minister of Information Technology Avinash Ramtohul highlighted the synergy between Kaizen’s “Plan-Do-Check-Act” cycle and modern technology.

He suggested that data, automation, and Artificial Intelligence (AI) would play a central role in evolving these traditional improvement methods.

Global Recognition

The agreement also sees Mauritius Telecom pledging support for international productivity initiatives, including the Africa Kaizen Annual Conference 2026.

MT is no stranger to these principles, having previously integrated AI and digital tools such as the “my.t care” app and “mytGPT.”

These efforts have earned the operator international accolades at the Africa Kaizen Awards and the TM Forum’s Open Innovation Catalyst Awards.

The NPCC, recently designated a “Centre of Excellence in Kaizen” by the Africa Kaizen Initiative, continues to promote these practices through its “MUDA Free Mauritius” campaign and technical cooperation with the Japan International Cooperation Agency (JICA).

Source: Le Mauricien