Quality is free: the art of making quality certain
A best-selling promoter of "Quality" programs for businesses presents a case study showing how the ITT corporation saved $720 million dollars by adhering to his quality concepts. Reissue.
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Part One THE UNDERSTANDING
Making Quality Certain
Quality May Not Be What You Think It Is
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acceptance accomplish agement attitude audit Bat Masterson Bergenfield biggest Bill cause Charlie charts commitment concept conformance corrective action cost of quality defect prevention discussion Elmer employees errors everything feel field service manager function goals going Grid happen Hugh idea implement individual involved Kate lems look manufacturing measurement meeting ment never nonconformance operation percent performance person personnel Philip Crosby planned plant printed circuit board prob professional purchasing quality department quality engineering quality improvement program quality improvement team Quality is free quality management quality program Ralph Lowell recognize requirements rework schedule smiled someone specific staff standard step supervisors suppliers sure talk tell things thought tion understand Victor Kiam Wilson Bryan Key wrong ZD day Zero Defects