Quality Improvement Program at AT&T

This talk will provide a broad overview of quality improvement approaches at AT&T, from the level of operations and processes up through strategic planning. Special emphasis will be given to process quality management, a team management approach for achieving end-to-end quality improvement of business operations. Both the philosophy of process quality management and the realities of implementation will be discussed. At the level of strategic planning, the AT&T Corporate Quality Steering Committee has proposed a corporate-wide architecture for quality management at AT&T. This architecture provides a practical, consistent way of implementing quality management on a broad scale. The architecture will be briefly described along with the strategy for its implementation.