BNR/NORTEL: path to improve product quality, reliability and customer satisfaction

Abstract

BNR is known throughout the world as one of the leading research and design companies in the telecommunications field. As the number of features in our product family increased, the complexity increased. The predictability of our design and delivery interval was reduced. Our products have always been considered some of the most reliable in the industry. It would be extremely difficult for us to maintain our high levels of quality and reliability if we did not have a plan to ensure this. Our corporate goal is, and has always been, to set global standards for product quality and reliability. The paper documents where we were, what we have done and outlines the path we have created to guarantee high system reliability levels. In order to win new business and keep current customers satisfied we must continually improve the reliability of our products at initial delivery. We must always, as a way of doing business, exceed our customers expectations of our products.