AT&T Consumer Communications Services (CCS), North Andover, Massachussetts, provider of long-distance residential communications services, won the Malcolm Baldrige Quality Award in 1994: At AT&T CCS responsibility for achieving performance improvement goals rests squarely with manager-led process management teams (PMTs), composed of employees from all levels of the company and, as appropriate, representatives of CCS’s more…

BPIR Categories

9.5.2 Manage team performance
9.3.4 Create & deploy teams
13.1 Develop and manage supplier/customer partnerships
9.7.1 Encourage employee involvement and feedback

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