Implementing Total Quality Commitment at Northern Telecom, Calgary Switching: A Case Study

Article

Waldron, Brian; McCormick, David   (1990, ASQC)   Northern Telecom, Amhert, Nova Scotia; Northern Telecom, Alberta, Canada

Annual Quality Congress, San Francisco, CA    Vol. 44    No. 0
QICID: 9568    May 1990    pp. 919-923
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Article Abstract

This paper deals with the development and application of a comprehensive quality program entitled "TOTAL QUALITY COMMITMENT," at the Calgary Switching plant of Northern Telecom Canada Limited. T.Q.C. has resulted in quality improvements of 85% in products already recognized as quality leaders. These results were obtained through the design and application of a socio-technical system that acts to modify the very culture within the manufacturing and support operations. In effect, establishing a social contract for the conduct of business.

The principles of quality process management have been well developed and documented by the masters such as Juran, Deming, etc. This paper does not offer any new breakthroughs in the science of quality. Rather, it presents what we believe to be an innovation in the practical application of these quality basics.

Keywords

Quality management (QM),Case study


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