Chapter 16    Quality: What and How

Remember that quality products and processes emerge from quality organizations, not the other way around. In American manufacturing circles more than four decades ago, the realization emerged that quality products come from attention to things other than the manufacturing standards themselves. Management scholars, and perhaps most business leaders, will tell you that W. Edwards Deming—in the 1950s—largely led this revelation, at first in Japan and then in American industry. Actually, with all due respect to Deming, I feel that he rode the wave, rather than drove it. How can that be?

Let me refresh the reader’s ...

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