A Decade of Distinction

Abstract:Telefónica Group, one of the world’s largest telecommunications companies, initiated 60 separate quality improvement projects worldwide in the first half of 2010. This wave came from a quality improvement model first developed at Telefónica subsidiary Movistar in the early 2000s. The model hinges on three processes that Movistar calls a quality trilogy: an improvement community made up of Six Sigma Black Belts actively participating in all improvement initiatives, workshops in which teams working on similar improvements share ideas and experiences, and the inheritance phase, in which the Green Belt with the best performance is designated project heir and tasked with sustaining the quality …

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