Abstract
Many companies and organizations have realized great success from effective implementation of total quality management (TQM). TQM has evolved into a means of managing entire companies, business units, or projects. Effective TQM enables an organization to differentiate itself on the basis of products and services that meet and exceed market and customer demands. In principle, all TQM systems are aimed at common goals. Specific TQM approaches aimed at achieving these goals are numerous. An element common to most TQM systems is assessments. In the narrow definition of quality, assessments are viewed as quality checks. Assessments are an integral element of an organization's quality system. Their role supports continuous learning. Assessment findings are regarded as valuable knowledge that represents an opportunity for process and organizational improvement. The paper provides an overview of how assessments play a key role in the TQM system of AT&T's United States Customer Business Unit (U.S. CBU). The paper also describes in greater detail how Baldrige-based and ISO 90001/TickIT assessments have contributed to the unit's successes.
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