Control Charts and Process Capability

July 17, 1994

INTRODUCTION

The purpose of this paper is to provide a guide for applying quality control principles to our work of serving customers, communities, and shareholders as we continually improve our work, in our jobs and in our organization. It is intended to describe the processes which will cause us to preserve the essential features of the quality our customers rely on as they have become accustomed. Whether working in customer service at the front line, or in staff, managers must control our various work processes, in an economic system of cause and effect. In the history of the AT&T Bell System, the methods that made it possible for that organization to expand in providing service across the world, and to make the parts that made the services work, it attained the reputation of “best in the world” came from the evidence of science and service.