What have we learned, from the Toyota quality meltdown? In the 80's Japanese cars were superior to American cars in quality. 30 years later, the Japanese manufacture many cars and parts in America. The quality of the two countries have converged.
Here are the questions:
- Where did Kaisen, Six Sigma, ISO, Lean Manufacturing get us? Companies have spent millions of dollars on these programs to increase quality, from car manufacturers to advertising agencies.
- Where is the cost/quality line on ROI?
- What is customer satisfaction worth?
- What is the cost of "packaged" practices (besides hanging a banner on your building)?
Which is a good business practice?
A. Listen to your people to improve quality
B. Buy the latest "management del ano" book and force it on your company associates
(Hint: Who will implement the program?)
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