Bsop – 588 Managing Quality

In: Business and Management

Submitted By mriossalas
Words 3391
Pages 14
Introduction
AT&T is one of the largest telecommunications carriers in the United States it is head quartered in downtown Dallas. As of 2012 it is the 7th largest company by total revenue, and 5th non-oil company behind Apple, Wal-Mart, GE and Bank of America. AT&T started as South Western Bell one of the seven Regional Bell Operating Companies created 1983 before they were ordered to break up due to the United States v. AT&T Anitrust lawsuit. Southwestern Bell changed there to SBC which also almost caused me my job because I was not expecting a call from “SBC” but rather South Western Bell. I remember answering the phone and asking the young lady to please hold while I was trying to figure out who she was with. Fast forward twelve years later and we have gone through several mergers and acquisitions and we currently have over 200,000 employees around the world.
For many years AT&T has been ahead of their competitors. The innovation of their products and services assisted them in increasing their market share within the industry. Over the last couple of years, the competition has introduced several products and services that have challenged AT&T’s market share. And as we look towards the future we willingly accept that there is always room for improvement.
Problem Statement
We are focused on being the number one carrier in the United States and as we expand our 4g network we have discovered an issue in our quality measurements. We do not have an automated way to handle fall-out. Our current process is manual and tedious. We have a project manager that is manually handling fifty orders a day. She is downloading a report, emailing and setting up calls with the appropriated organizations to quickly resolve and expedite an order. This process is not scalable or sustainable long term. We have to incorporate an automated IT solution that will…...

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