CHAPTER 4 QUALITY BEYOND ISO 9000
DOI: 10.4324/9781003420323-4
COMMON ISSUES
In the Star Trek series, Captain Picard gives his team instructions by the message "make it so." This is typically how most companies treat quality. They hire a quality manager and tell him or her to "make it so." What is explicit in Captain Picard's message is that his team knows what his goals are. Unfortunately, few organizations have defined their objectives for quality clearly enough to provide a consistent focus for quality. In fact, when the rewards and punishments come, reacting or not reacting to quality generally has little effect except when it comes to emergencies. Think about how many people have risen in your organization by focusing on quality.
A chief ...
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