Title :
Total quality management
Author :
Bellefeuille, J.
Author_Institution :
AT&T Network Syst., North Andover, MA, USA
Abstract :
The use of total quality management (TQM), which creates a system of management procedures that focuses on customer satisfaction and transforms the corporate culture so as to guarantee continual improvement, is discussed. The team approach essential to its implementation is described. Two case studies of applying TQM at AT&T are presented.<>
Keywords :
management; quality control; QC; TQM; USA; continual improvement; customer satisfaction; team approach; total quality management; Broadcasting; Companies; Continuous improvement; Costs; Customer satisfaction; Manufacturing industries; Niobium compounds; Quality management; Total quality management; Turning;
Journal_Title :
Spectrum, IEEE
