OL 324: Milestone Two Guidelines and Checklist Prompt: Your Milestone Two submission will be a detailed outline that must incorporate each critical element of the final project. Use the checklist below as a guideline for each critical element that must be covered in this outline. For the purpose of this milestone, copy and paste the critical elements into an outline and add one to two bullet items per critical element. Each bullet item should serve as the basis of your information for that critical element. The intent of this outline is to ensure that you are on the right track for your final project. A comprehensive outline will provide a solid foundation as you develop and complete your final project. This assignment will be graded pass/fail. You must address all of the critical elements to receive credit for this assignment. Requirements of Submission: Written components of this project must follow these guidelines: double spacing, 12-point Times New Roman font, one-inch margins, and APA-style citations. Research: Include at least two of the four required sources of research that you will incorporate into your final project. The source of the research is all that is required for this outline. Instructor Feedback: Students can find their feedback in the Grade Center. Checklist for Outline Critical Elements Are all elements covered? If not, what is missing? Instructor feedback Company Background and History Description of Quality Issue Quality Culture Voice of the Customer Change Management Plan Quality Theories Quality Tools and Techniques Implementing Change Resistance to Change Expected Outcomes Research Proposal Latonya Parrish Managing Quality Southern New Hampshire History Sprint PCS (personal communication services and FON (fiber optic network) established in 1899 as Brown Telephone in Kansas. Originally a landline telephone service in a rural area in Abilene, Kansas. In 2006 Sprint converted from local landline telephone service and created Embarq, which then become a part of CenturyLink providing TV, phone, and broadband internet service. Many changes and business venture were attempted some succeeded and other failed. 1983: GTE acquires the Southern Pacific Communications Corporation (SPCC) and renames the company GTE Sprint Communications. 1984: United Telecom enters long-distance phone market. 1986: GTE Sprint and US Telecom merge. 1992: Following the reorganization, the company is renamed, Sprint Corp. 2000: Proposed merger of Sprint with WorldCom falls through. (Referenceforbusiness.com, 2017) In 2005, they were also known as Sprint Corporation, but after merging with Nextel they became Sprint Nextel Corporation. However, that partnership did not last long. In 2013 after Nextel shutdown many of the company stock was purchased by Softbank and Sprint purchased the lingering shares. Sprint has gone through several changes and renovations to reinvent, boost, and gro.

1. OL 324: Milestone Two Guidelines and Checklist
Prompt: Your Milestone Two submission will be a detailed
outline that must incorporate each critical element of the final
project. Use the checklist below as a guideline for each critical
element that must be covered in this outline. For the purpose of
this milestone, copy and paste the critical elements into an
outline and add one to two bullet items per critical element.
Each bullet item should serve as the basis of your information
for that critical element. The intent of this outline is to ensure
that you are on the right track for your final project. A
comprehensive outline will provide a solid foundation as you
develop and complete your final project.
This assignment will be graded pass/fail. You must address all
of the critical elements to receive credit for this assignment.
Requirements of Submission: Written components of this
project must follow these guidelines: double spacing, 12-point
Times New Roman font, one-inch margins, and APA-style
citations.
Research: Include at least two of the four required sources of
research that you will incorporate into your final project. The
source of the research is all that is required for this outline.
Instructor Feedback: Students can find their feedback in the
Grade Center.
Checklist for Outline
Critical Elements
Are all elements covered?
If not, what is missing?
Instructor feedback

2. Company Background and History
Description of Quality Issue
Quality Culture
Voice of the Customer
Change Management Plan
Quality Theories
Quality Tools and Techniques
Implementing Change
Resistance to Change

3. Expected Outcomes
Research
Proposal
Latonya Parrish
Managing Quality
Southern New Hampshire
History
Sprint PCS (personal communication services and FON (fiber
optic network) established in 1899 as Brown Telephone in

4. Kansas. Originally a landline telephone service in a rural area in
Abilene, Kansas. In 2006 Sprint converted from local landline
telephone service and created Embarq, which then become a
part of CenturyLink providing TV, phone, and broadband
internet service. Many changes and business venture were
attempted some succeeded and other failed.
1983: GTE acquires the Southern Pacific Communications
Corporation (SPCC) and renames the company GTE Sprint
Communications.
1984: United Telecom enters long-distance phone market.
1986: GTE Sprint and US Telecom merge.
1992: Following the reorganization, the company is renamed,
Sprint Corp.
2000: Proposed merger of Sprint with WorldCom falls through.
(Referenceforbusiness.com, 2017)
In 2005, they were also known as Sprint Corporation, but after
merging with Nextel they became Sprint Nextel Corporation.
However, that partnership did not last long. In 2013 after Nextel
shutdown many of the company stock was purchased by
Softbank and Sprint purchased the lingering shares. Sprint has
gone through several changes and renovations to reinvent,
boost, and grow the business and relationship.
Sprint is active as in 2017 as thriving cooperation competing
with Verizon and AT&T Mobility. However, Sprint has faced
many issues that have yet to be resolved.
Quality Issues
Over the years Spring has encountered call quality,
customer service, and network quality are still needing
improvements. Sprint was the pioneer in the cellular service
industries but somehow fell short. Call quality is the number

5. one issue as well of the coverage area. As many competitors
bought and begin to upgrade services, Sprint was slow to begin
the process and it has taken a toll. Sprint ranks low in cell
service, text messaging, and 4G reliability. Sadly, taking a back
seat to Verizon wireless ranking number 2 for CDMA based
service. The network is notorious for spotty coverage, even in
major cities. You can use your phone almost anywhere you go,
but you may have to deal with dropped calls, low bars or other
connection issues. (Tennant, 2017)
As if the service was not enough to for a consumer to deal, they
have to call in to deal with customer service support. If you
search Sprint and complaints you get a host of sites that have
reviews from customers that have over 2,000 plus reviews of
unhappy customers. The complaints range from over the phone
and in-person experiences. Having good customer service is the
backbone of a successful cooperation. With it, you will lose
business, but they do provide lucrative plans that are affordable,
but you get what you pay for.
Overall, Sprint is still struggling with many quality issues that
have placed them in the lowest ranking compared to their
competitors.
Reference
· En.wikipedia.org. (2017). Sprint Corporation. [online]
Available at: https://en.wikipedia.org/wiki/Sprint_Corporation
[Accessed 18 Oct. 2017].
· Referenceforbusiness.com. (2017). Sprint Corporation -
Company Profile, Information, Business Description, History,
Background Information on Sprint Corporation. [online]
Available at:
http://www.referenceforbusiness.com/history2/98/Sprint-

6. Corporation.html [Accessed 18 Oct. 2017].
· Tennant, D. (2017). Sprint Wireless Review - Pros and Cons
of Sprint’s Coverage and Service. [online] TopTenReviews.
Available at:
http://www.toptenreviews.com/mobile/phones/best-cell-phone-
providers/sprint-pcs-review/ [Accessed 18 Oct. 2017].
OL 324: Final Project Guidelines and Rubric
Overview
The final project for this course is the creation of an
organizational quality plan in which you will focus on a quality
issue experienced by a chosen company.
Prompt
The focus of the final project is to select a company that has
endured quality issues and to develop an organizational quality
plan. You may select a company that
you currently work for or a prior employer. You may also select
a well-known company that you are interested in. You are
encouraged to select a company that
has an ample amount of information available, whether that is
through firsthand knowledge (an employer) or through research

7. (a well-known company).
The project is divided into two milestones, which will be
submitted at various points throughout the course to scaffold
learning and ensure quality final
submissions.
Critical Elements
The following critical elements must be addressed in your
completed paper:
1. Company Background and History. Provide a brief company
history that includes the company’s origins, founders, main
products, and services, as well
as the industries the company services.
2. Description of Quality Issue. Describe the quality issue and
the impact the issue has had on the company.
3. Quality Culture. Describe the company’s quality culture and
explain whether the culture played a part in the quality issue.
4. Voice of the Customer. Explain the impact the quality issue
has had on the company’s customers and describe the
customers’ reactions to the quality
issue.
5. Change Management Plan. Provide a detailed plan that
includes the following elements to bring about change within
the company and to overcome the
quality issue.
a. Quality Theories. Explain which quality theories you would
follow to bring about change and explain why you chose those
theories.

8. b. Quality Tools and Techniques. Identify at least three quality
tools and techniques that you would implement to improve the
company’s quality.
c. Implementing Change. Explain the process and procedures
you would take to implement these changes within the
organization.
d. Resistance to Change. Explain some of the potential
challenges that may prevent implementation.
6. Expected Outcomes. Provide a summary of the expected
outcomes and how these changes will impact the organizational
quality culture.
Milestones
Milestone One: Proposal
In task 2-2, you will identify the company you have chosen to
research and write about, including company history, your
rationale, and the company’s quality
issue. This submission will be graded with the Milestone One
Rubric.
Milestone Two: Outline
In task 5-2, you will submit a detailed outline of your final
paper, including scholarly resources to be used. This submission
will be graded pass/fail based on the
Milestone Two Guidelines and Checklist document.

9. Final Project Rubric
Requirements of Submission: The final project submission
should include a cover page, approximately six to eight pages of
content, and a reference page. The
paper must use double spacing, 12-point Times New Roman
font, and one-inch margins. You must include a minimum of
four scholarly sources, following APA
guidelines for citations and references.
Instructor Feedback: This activity uses an integrated rubric in
Blackboard. Students can view instructor feedback in the Grade
Center. For more information,
review these instructions.
Critical Elements Exemplary (100%) Proficient (85%) Needs
Improvement (55%) Not Evident (0%) Value
Company
Background and
History
Meets “Proficient” criteria and
includes examples that illustrate
all aspects of the company and
the critical elements
Describes the company’s
background and history in
sufficient detail
Describes the company’s history
but with gaps in background
Does not describe the

10. company’s background and
credentials
9
Description of
Quality Issue
Meets “Proficient” criteria and
includes scholarly examples
Describes the company’s quality
issue in sufficient detail
Describes the company’s quality
issue but with gaps in the
description
Does not describe the
company’s quality issue
9
Quality Culture Meets “Proficient” criteria and
includes examples that illustrate
aspects of the critical elements
Describes the company’s quality
culture in sufficient detail
Describes the company’s quality
culture but with gaps in in the
description
Does not describe the
company’s quality culture

11. 9
Voice of the
Customer
Meets “Proficient” criteria and
includes specific examples of
the voice of the customer
Describes the voice of the
customer and the customers’
reactions with sufficient detail
Describes the voice of the
customer but with minimal
detail on customers’ reactions
Does not describe the voice of
the customer or the reaction
7
Change
Management Plan
Meets “Proficient” criteria and
includes specific examples of
the change management plan
Describes the change
management plan with
sufficient detail and actions
Describes the change
management plan with minimal

12. detail and actions
Does not describe the change
management plan
7
Quality Theories Meets “Proficient” criteria and
includes specific elements of
the quality theories
Describes the quality theories
that will be followed with
sufficient detail
Describes the quality theories
that will be followed with
minimal detail
Does not describe or address
the quality theories that will be
followed
9
http://snhu-
media.snhu.edu/files/production_documentation/formatting/rubr
ic_feedback_instructions_student.pdf
Quality Tools and
Techniques
Meets “Proficient” criteria and
provides three or more quality

13. tools and techniques with
specific examples and impact
Provides three quality tools and
techniques with sufficient detail
about their impact
Provides fewer than three
quality tools and techniques
and/or with minimal detail
about their impact
Does not identify any quality
tools or techniques and how
they can help the company
18
Implementing
Change
Meets “Proficient” criteria and
includes specific examples of
change implementation
Describes how the company will
implement change with
sufficient detail
Describes how the company will
implement change with minimal
detail
Does not describe how the
company will implement change

14. 6
Resistance to Change Meets “Proficient” criteria and
includes specific examples of
change resistance
Describes how the company
may resist change with
sufficient detail
Describes how the company
may resist change with minimal
detail
Does not describe how the
company will resist change
6
Expected Outcomes Meets “Proficient” criteria and
includes specific examples of
the expected outcomes
Describes the expected
outcomes with sufficient detail
Describes the expected
outcomes with minimal detail
Does not describe the expected
outcomes
10
Research Provides more than four sources
of scholarly research with

15. proper APA formatting
Provides three or four sources
of scholarly research with
proper APA formatting
Provides one or two sources of
scholarly research with proper
APA formatting
Provides no sources of scholarly
research
5
Articulation of
Response
Submission is free of errors
related to citations, grammar,
spelling, syntax, and
organization and is presented in
a professional and easy-to-read
format
Submission has no major errors
related to citations, grammar,
spelling, syntax, or organization
Submission has major errors
related to citations, grammar,
spelling, syntax, or organization
that negatively impact
readability and articulation of
main ideas

16. Submission has critical errors
related to citations, grammar,
spelling, syntax, or organization
that prevent understanding of
ideas
5
Earned Total 100%