Ashley, Karen M.; Gugenheim, Michael R.; Majerczyk, Robert J. (1991, ASQC) AT&T Network Systems, Newark, NJ
This abstract is an edited version of the author's original.
This paper describes the evolution of Quality System Audit (QSA) at AT&T Network Systems and explains how they enhanced this technique by integrating it with the criteria for the Malcolm Baldrige National Quality Award (MBQNA).
The main components of this augmented approach encompass the following: (1) pre-audit activities to determine the client's needs through discussions of the available audit services and the expectations and concerns of the client; (2) QSA process, which develops a questionnaire based on the integration of the QSA elements with the Baldrige criteria and performs an in-depth review of the system process; and (3) QSA report/verification which contains recommendations in each of the seven Baldrige criteria categories.
Integrating the Baldrige Award provides a perspective that focuses on management concepts in addition to the quality system structure. It ensures consistency for an organization desiring to get a baseline of its quality system in the Baldrige format, while not requiring the extended time and effort to prepare an application. This new enhanced audit provides meaningful measurements and an overall picture of the business process highlighting the critical components of the quality improvement structure and ensuring customer satisfaction.
Customer satisfaction (CS),Malcolm Baldrige National Quality Award (MBNQA),Quality System Audit (QSA),AT&T