Winning in telecommunications with software TQM
S.E. Hon, B.E. Hess · 1993
Today's telecommunications networks and the services offered to network subscribers are becoming increasingly dependent on software. Therefore, one of the major initiatives of telephone companies is the deployment of high quality software systems. To this end, total quality management of software systems is essential. Poor quality software is not only expensive in dollars, but also in intangibles such as reputation and customer loyalty. A recent study on a software-intensive telecommunications system indicated that approximately $115M was spent by the Bellcore Client Companies (BCCs) over a one year period on costs associated with poor quality. Not only is this cost staggering, but the adverse effects on customer loyalty can significantly lower future revenues. In an increasingly competitive environment, poor quality software cannot be tolerated. To address this situation head-on for the (BCCs, Bellcore's Quality Technology organization has stepped up its work in promoting and guiding a customer/supplier quality process (CSQP). Based on TQM principles and results from a recent survey that suggests that customer-supplier relationships where most effective in reducing poor quality, a CSQP framework has been established. This framework integrates several existing quality tools to address pressing quality problems such as the cost of poor quality. This paper will focus on how these tools are being used to achieve CSQP goals in the context Of a software development situation. >