Can TL 9000 Contribute to Telecom's Turnaround?
Abstract:[This abstract is based on the author's abstract.]
Managers and executives in the telecommunications industry have harbored skepticism over TL 9000's benefits since the standard's inception in the late 20th century. The telecommunications industry has also suffered through one of the worst downturns in its history. The question now becomes whether TL 9000 offers sufficient benefits to warrant implementation during a time when many executives are being forced to cut back all nonessential spending. Some of the key benefits of TL 9000 are: reduced cost of quality through a single quality standard; improved customer retention; and cost reduction and improved profitability. It also provides a single quality management standard for the entire telecommunications industry supply chain. Evidence that the standard can lower costs and improve profits must be communicated to top management. Among the most important considerations to help manager ensure the success of TL 9000 implementation include: …