A First Course in Quality Engineering, 2nd Edition

524 A First Course in Quality Engineering

Step 1: Establishing Proof of Need for the Project

The upper management must be convinced of the need to invest in the

improvement project� Data must be gathered—for example, on the losses

incurred by the company because of poor quality, the number of customer

complaints in the recent past, and the market share lost because of unsatis-

ed customers—and then presented to the upper management, along with

the estimated potential savings from the proposed project� The estimated

expenditure should be compared with the potential savings to show the

possible return, which is usually high� ...