AT&T Universal Card Services, Jacksonville, Florida, won the Malcolm Baldrige Quality Award in 1992: Each part of the business, from AT&T UCS as a whole to individual work units, has a list of the “10 most wanted” quality improvements.

BPIR Categories

6.4.1 Improve process/service performance
14.3.2 Implement an improvement approach/method/technique
8.2.2 Create an environment for empowerment/innovation
5.5.3 Improve process/product performance

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