AT&T, a USA based global provider of communications services and products, network equipment and computer systems, adopted a strategy to "engage all of our people in using quality principles and practices to delight our customers and improve our business" and their approach to business excellence was through dedication to customer satisfaction. The company offered product quality and reliability, on-time delivery and low cost. Through this quality and customer focus the following results had bee...

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8.2.6 Leaders establish/improve the management system

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