ABSTRACT
Quality as an approach will be successful only when management demonstrates a strong leadership example and plays its role of leading, encouraging, rewarding the behavior it expects from employees. Management must also change its behavior for the quality program to be successful. The management behavior that is most critical to the implementation of a quality program is ensuring that metrics are established, asking the right questions, demonstrating patience, and giving feedback to employees. To be successful and deliver high customer satisfaction at lower per-unit costs in a timely fashion, a telecommunications/infrastructure operating unit must be well understood, and have easy-to-use, repeatable process. The fundamental tools that are associated with measurement in the quality world are: Pareto Charts, Flow Charts, Fishbone or Ishikawa Charts, Run-Time Charts and Correlation diagrams. The sixth tool, usually associated with customer satisfaction, is a survey or an interview.
