Implementing Excellence in a Service Company


Vidnovic, M.G.   (1986, ASQC)   GTE Telenet Communications Corp., Reston, VA

40th Annual Quality Congress, May 1986, Anaheim, CA    Vol. 40    No. 0
QICID: 3199    May 1986    pp. 317-322
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Article Abstract

GTE Telenet is in the middle of a multi-year implementation of a quality evolution designed to ensure we achieve our goal of being a world class leader in quality in our chosen markets. The paper details the emphasis, our underlying orientation and concepts. The significance of this work is the application of concepts into operational techniques which are applicable to all aspects of GTE Telenet.After laying the groundwork through various awareness activities, the Internal Customer Analysts, a cornerstone of the evolution, was implemented. The analysis is a step by step tool to evaluate inputs, your value added, and outputs in relation to requirements which satisfy both the internal and external customer. This tool, applied in both product and administrative areas, provides valuable process improvements which are instrumental in making GTE Telenet an "excellent" company. Additional improvement techniques provide management tools for getting the most out of the Internal Customer Analysis and setting quality goals, and specific improvement objectives.The paper details specific examples and results along with problems encountered. Significantly, resolution of the problems are addressed through the strengthening of both the Internal Customer Analysis technique and its implementation. Overall, operational results are detailed on an index or specific number basis where appropriate. Carrying the results one step further, market research indicating the success of making GTE Telenet a quality leader is presented.In summary, the paper will detail the evolutionary plan from a top management perspective, reveal progress to date, draw outlessons to be learned, and projects out future results. Most importantly, excellence is being implemented in a service business, in all areas of the company and can provide valuable techniques, implementation steps and lessons.



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