Report on the workshop on telecommunications products/services quality after sale

The 2nd workshop sponsored by the IEEE COMSOC Quality Assurance Management Committee was held at Val David, Canada, April 27 through 30, 1987. The goal of the workshop was to provide a forum for discussion among developers, manufacturers, providers and users of telecommunications products and services so that a better understanding can be reached as to the meaning of ´quality after sale´ and those processes that must be improved to enhance customer satisfaction. The workshop was limited to 65 participants. Thirty topics were presented for discussion by the representatives from 24 leading communication corporations and universities from 7 countries. The authors summarize the significant results of the workshop from their viewpoint.<>