The customer/supplier quality process: a team approach fortelecommunications quality

摘要

The customer/supplier quality process (CSQP) was initiated byrepresentatives of the seven regional US telephone companies as along-term initiative to stem the rising cost of defective productsreaching the field. The early development of the CSQP process, the goalsof the process, and Bellcore's role in defect prevention and in thedevelopment of CSQP are discussed, and a summary of the CSQP elements isgiven. In addition, the authors compare the CSQP elements with thecriteria of the US Malcolm Baldrige National Quality Award. CSQP isenvisioned as the methodology of the future for relationships betweentelecommunications service providers and their suppliers. The authorsconclude with a view of CSQP's role in the future