Hartman, Bob L. (1987, ASQC) AT&T Technologies, Okahoma City, OK
In AT&T's high technology manufacturing environment, the modern Quality System is becoming a critically important strategic tool for success. This paper deals with that view and the importance of embedding such a system in the Works' business plan. In addition, some techniques are discussed whcih have been successfully used by AT&T to make a well-defined Quality System part of the plan for success.This paper deals with the categories of a well-designed Quality System which influences manufacturing success. These are seen to be:1. The Quality System as a Manufacturing Tool.2. The Quality System as a Marketing Tool.3. The Quality System and Manufacturing Financials.4. The Quality System and Conformance to Standards.5. The Quality System and Quality Improvement.Each of these dimensions is viewed as significant to the success of the system. As such, each should be subject to metrics. The development of these metrics is seen as important to the management of the system. The kinds of metrics developed for each category is significant to those being measured and those whoare measuring. These metrics are discussed in sufficient detail to provide insight to the process.Clearly, the techniques used to establish these metrics and their relationships to the business plan are important. These techniques are discussed, as is the team dynamics which may be employed. Finally, the ongoing process of systematically monitoring the various organizational results is discussed.