AT&T’s Transmission Systems Business Unit (A)

The newly appointed Product Development Time Reduction Project Director for AT & T’s Transmission Systems business unit (TSBU) is trying to determine the best way to keep his Achieve Process Excellence (APEX) teams dynamic. ). Over the past three years, APEX teams have helped reduce TSBU’s product range by 50%, an achievement that helped TSBU receive the Malcolm Baldrige National Quality Award. Now the motivation and expectations for continuous improvement are high. The case describes the introduction of APEX, its evolution, and the current challenges facing the product development organization. Details support a discussion of the elements necessary to initiate and maintain an improvement program, including metrics, goal setting, the role of management, and methodological approaches to problem solving.

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