Enhancing Customer Satisfaction by Assuring Documentation Quality
http://www.stc.org/ConfProceed/1993/PDFs/Pg7981.pdf

Dolese, Cathy and Tara Durkin
STC Proceedings
1993

Abstract:

From the customer's perspective, an important and visible part of a product or service is its documentation. Bellcore's Technical Publications (Tech Pubs) organization uses a Quality Assurance (QA) program that focuses on enhancing customer satisfaction through delivering high-quality documentation. This program emphasizes a 'network' approach to documentation development, whereby technical writers can most efficiently use the support network of QA reviewers and management available to them. The Tech Pubs QA program draws on the needs of clients and the expertise of technical writers to strive to achieve the highest level of quality possible in producing documentation.