Quality Improvement Paper

1415 Words Apr 2nd, 2006 6 Pages
Quality Improvement Paper Every company should want to ensure that it produces quality products or services. Verizon field technicians use a checklist to help ensure that they are doing quality work. The checklist reminds the technician what needs to be done at each job. Even with a checklist and process in place it could be better. The mangers need to spend more time in the field ensure quality work is being done.
Verizon customer zone technicians install and repair phone lines in Verizon's network for both residential and business customers. To insure that the customer has quality service there is a checklist in place for all technicians to follow. By following the checklist the technician can insure that the customer has
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The technician calls the test line which then prompts the technician to enter the line being tested. The system then runs a test on the line to ensure there are no faults. If during either of the test fails then the technician must determine the trouble and correct it. Once all work has been completed and the line has passed the tests then the technician needs to inform the customer what work was done. If the customer was not at the location then the technician will then try to contact the customer at the can be reached number. If the customer can not be reached the technician will leave a door hanger to inform the customer of the work completed. After then customer has been informed the technician will then sign off on the job using a laptop and then download the next job. At this point the technician is not done. The final thing the technician is required to do is call the customer the next day to ensure that service is working fine. If at that point there is an issue then in most cases the technician will be sent back out on the job that day to correct the problem.

Relationship Verizon has set out to be the most respected telecommunications company in the United States. There quality check list helps them to archive their goal. The checklist does two things. First to shows to the customer that Verizon cares about it customers and the services they provide. Verizon uses a contacting company to do analysis on there service by call customers back after they

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