Reducing Costs While Maintaining or Improving Quality

George was pleased that the number of cars returned for repair because the problem was not fixed had decreased substantially. He had other quality problems to address, but most of his customers seemed to be reasonably satisfied for the time being. His major worry was that his costs were too high and that he was making only a meager profit.
Income from his automobile service business was extremely important to George if he was going to continue to provide high-quality service. Automobiles were getting more complicated all the time. The equipment for solving the problem of identifying leaks was not cheap. His business could use other sophisticated (and expensive) electronic diagnostic equipment. ...

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