AT&T used "classic" total quality management techniques to eliminate an environmental hazard--the toxic chemical TCA--from its Columbus Works plant. Students prepare a process flow diagram identifying where the plant was at risk--or could eliminate risk--from TCA and to decide how AT&T should measure the plant's progress toward total quality management. Students discover that many of TCA's effects were far downstream from the design stage and that insufficient information was fed back to product and process engineers.