AT&T Network Systems Group (TSBU)(now Lucent Technologies), North Andover, Massachussetts, designer and manufacturer of communications systems won the Malcolm Baldrige Quality Award in 1992: At least once a year, many of TSBU’s major customers issue detailed, individualized “report cards,” grading TSBU on product and service characteristics they deem most important....

BPIR Categories

1.1.5 Conduct customer surveys
1.2.1 Product strengths/weaknesses/opportunities/threats
1.2.2 Service strengths/weaknesses/opportunities/threats

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