An integrated TQM approach for a switching systems equipment supplier AT&T's United States Customer Business Unit

Abstract

Management of quality has become a strategic issue for companies in all industries around the world. Companies without a clear focus on satisfying customer needs and expectations through a total quality management (TQM) approach will be unable to compete. This paper describes the integrated TQM approach for the United States Customer Business Unit (US CBU) in AT&T's Switching Systems Business Unit. Our TQM approach is used to manage an array of switching and related products, with project staff sizes ranging from very small to very large. Functions include front end process, software design and development, system assurance, deployment, customer technical support, product realization, project management, and business management. The paper outlines elements of our TQM model and how the system works to produce products and services that meet and exceed our customers' needs and expectations. Key aspects of our strategies include the Malcolm Baldrige criteria and elements of ISO 9000 standards. The paper also discusses lessons learned with implementing TQM in an environment that includes a dynamic marketplace, state-of-the-art technology, a highly-educated and independent workforce, and customers who are communication service providers. >