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
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 quality service and there will not be a need for a return visit by a technician in the near future. If the checklist is not followed and another technician needs to return to the customer to fix the problem then it will cost the company money. Another technician will have to be sent out on a job that could have been prevented if the technician followed the checklist. There are times when it may be necessary to send another technician out even if the original technician did follow the checklist. The fewer times technicians need to visit a customer the more money Verizon saves and the better likely hood that the customer will have a good opinion of the company.
Verizon Wireless is a joint venture between Verizon Communications out of New Jersey and the European-owned telecommunications company "Vodafone." Verizon Wireless is a wireless communication carrier that operates in the continental United States. Currently, Verizon Wireless provides wireless communication services to over 60 million customers nationwide including customers in Hawaii and Alaska. Its products include wireless voice and data services using the largest wireless voice and data network in the United States. Cingular Wireless is currently the leading cellular carrier when it comes to amount of customers on its wireless network. However, as Verizon Wireless continues to grow its market share as the United States' second largest wireless carrier, it ranks number one in total revenue collected as well as how it is viewed by Wall Street. Verizon Wireless' strong market position, perception of quality, and its proportion of income has a strong competitive advantage that would allow a small price increase--making the demand inelastic, "quality demand stretches very little in response to price change" (McConnell et. al, 2004).
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