The quality improvement process in telecommunications

Describes the quality improvement process recommended by Bellcore, and discusses the methodology developed for its implementation. The process is based on five principles: quality is conformance to valid requirements; the provider is responsible for quality and must demonstrate conformance; the way to achieve quality is prevention rather than inspection; the performance standard is defect-free work; and a major measurement of quality improvement is a reduction in the cost of quality. Steps for implementing quality are outlined. The cost of quality and its analysis are discussed. The application of the basic principles to the operation of network elements, the systems that provide services, the logistic systems, and administrative or white collar processes is examined, and the role of quality improvement is discussed for each of them