The evolution of quality management within telecommunications

A look back over more than 100 years of progress in managing quality in telecommunications reveals several phases of focus: on product quality, on manufacturing processes, on ancillary services and products, on macro processes quality, and currently, on integrating strategic quality and business planning. The associated progression of managerial processes, such as inspection, quality assessments, and strategic quality planning are presented. The development of of tools and methodology, e.g., sampling plans, storyboards, robust designs, and quality awards are highlighted. Primary examples are presented of applications and results from the USA, Japan and the UK. Additional examples are drawn from the Czech Republic, Finland, France, Germany and Italy.<>