Using T-QAAT for comparison of quality management practices in telecom industry (a comparative case study of telecom organizations of Pakistan)

The study presents framework (T-QAAT) for quality attribute analysis. The proposed validated framework draws inspiration from Malcom Baldrige Award (A U.S. Quality Award). The study investigates differences in quality practices of two leading telecom organizations of Pakistan using T-QAAT. The proposed framework uses Malcolm Baldrige self evaluation criteria. Focus is laid on the fact that organizations with legacy and bureaucratic structures fit lesser on quality attributes of Malcolm Baldrige award. The proposed framework can also help managers to compare effectiveness of quality management practices of their organization with that of their competitors.