PT&T adapted Strategic Process Management of SPM as its quality assurance and reengineering program. SPM involves the continual review and re-design of customer centric processes. Improvement standards are set for each process according to every product and market mix.

Cross-functional process teams are empowered to make incremental and breakthrough changes. Specifically, these SPM teams are tasked to document, monitor, standardize, improve and pursue innovations, allowing the company to operate more efficiently and respond more readily to customer's needs.

To date, PT&T has a total of ten (10) process teams, namely: Customer Service, Product Development, Service Provisioning & Restoration, Inventory Management, Business Planning, Credit & Collection, Sales and Human Resources.

Telephony Service Provisioning Digital Data Services Service Provisioning Billing and Collection Customer Service Business Planning