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: The reliability of TSBU products exceeds customer expectations in all of the company's markets, on the basis of that record and continuing improvement in product quality, FSBU was the first in the industry to offer a 5-year warranty. Warranty costs average 1% of revenues, just as they did when FSBU offered ...

BPIR Categories

1.3.1 Build customer relationships
7.2.2 Handle warranties & claims

Unlock this article and 10,000+ more

To get the most out of our extensive resources, please login or become a member below.