CHAPTER 9

Continuous Improvement— Problems Everywhere

Everyday we face problems that need to be solved and situations that need to improve. Nevertheless, there are many occasions when we do not even realize a problem exists, or we misunderstand the nature of the problem altogether.

Shingo (2007, p. 13)

Congress and NASA, plumbers and cabinetmakers, hospitals and airlines, railroads and cable TV—they all afflict us with poor quality, and we add to it by our own frequent failures to do things right the first time in our personal lives. The burden that poor quality imposes on society is probably incalculable. When corporations are asked what poor quality costs them, they guess around 5% or 7% of sales. But when they actually calculate their costs ...

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