The dual role of AT&T's self-assessment process

Article Abstract:

The Chairman's Quality Award (CQA) process was instituted by the AT&T to assess the performance of business units and divisions and to make them share the practices that brought them success. The seven important criteria for CQA are leadership, information and analysis, strategic quality planning, human resource development and management, management of process quality, quality and operational results and customer focus and satisfaction. The CQA process helps AT&T to improve its business performance and make future plans that aim to make it world class.

Quality management, American Telephone and Telegraph Co.

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Updating the ISO 9000 quality standards: responding to marketplace needs

Article Abstract:

Revisions to the ISO 9000 international quality standards should enable them to respond to the needs of the marketplace. They should reflect knowledge in practical applications and recognize best current practices, and ensure that the quality standards remain consistent. The revision should also ensure that the standards can be used by any company. All of the five standards in the ISO 9000 series have been revised to recognize the significance of third party registration and they all now include the concept of generic product categories.

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