Since 1984 and the break-up of the Bell System, market competition has forced ATT Administrative Systems has discovered that quality demands a culture of continuous improvement. However, the process can be described in terms of three stages: cost cutting (1985-88), creating learning opportunities, (1988-90) and total quality management, (1990 to present). I have followed this process in the role of observer and consultant. The cost cutting stage was essentially inside-out, meaning that actions were not always taken in response to customer needs but from an internal focus. Managers were told to cut costs, to cheese-slice by 5, 10 or 15 percent. An unnecessary layer of management was removed, and an employee voluntary termination program with incentives for early retirement was instituted. Each manager wrote productivity improvement plans. Functions that had been decentralized were brought into headquarters to achieve economies. A new accounting system determined unit costs for services, and a functional organization developed business plans for each division. Together with cost cutting, top management called for employee involvement. An annual employee survey was used to measure satisfaction with two-way communication, participation and leadership. As a result, there was a reduction of unit costs for services, and an overall reduction in Administrative Systems costs from 35 percent to 20 percent of the overall Bell Labs budget. Headcount was decreased by more than 15 percent. However, these traditional cost cutting approaches also had negative consequences. Some customers, dissatisfied with the loss of service, found other suppliers. Furthermore, this was purely a top-down exercise which reinforced hierarchical control and increased fear. …
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