Quality Function Deployment: AT&T's Perspective
26 October 1987
Quality has taken on a new meaning in AT&T - a meaning with a clear emphasis on satisfying market needs and with a goal of customer satisfaction. The need for this enlightened philosophy came with AT&T's move into the competitive arena in 1984. At that time, AT&T's President and CEO declared that "Quality excellence is the foundation for the management of our business and the keystone to our overarching goal of customer satisfaction".