Performance analysis of digital transmission facilities: a structured approach to process improvement

The authors describe the initial efforts taken to achieve quality improvements for systems engineering projects involving the analysis of digital transmission facility performance. The customer needs associated with these projects are discussed, and the structured approach used, to improve the quality of these projects is described. The structured approach consisted of a systematic procedure involving the evaluation of customer needs, the identification of critical processes, the implementation of process improvements, and the measurement of the impact of these improvements. The measurement impact was measured by interviewing the customer. The interviews and other discussions held with the customer revealed that the process improvements led to greater customer satisfaction