Remember the Malcolm Baldridge award? LTQ? Etc. All of the quality related initiatives of an enlightened company who actually cared about what they were selling and it's effects on market share and growth? Here's an interesting thought; When is the last time you can remember the word "Quality" being uttered by anyone in management? Bet I haven't heard it in 15yrs if not longer... Sad.
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It hurts to remember when a Xerox copier/ printer was considered the Cadillac of the industry...
Quality is difficult to achieve and maintain when you outsource to numerous suppliers. Add to that designs from multiple developers. Then there’s the constant hammering to suppliers/providers to reduce costs and you pretty much get what you pay for.
Pride of ownership has been lost within the company...Quality of work not even a consideration ...
The quest for the Malcolm Baldrige award was as much about marketing and public relations as it was about quality.
So true ....
Xerox realized that quality required spending money and training people. And that means quality is bad. The current situation seems like it would have been an example utilized during the Quality Training.
“Company A wants to maximize share price so they eliminated quality and training. As the years go by income continues to drop, customer satisfaction continues to drop, and productivity drops. Using what you’ve learned, explain why short term gains hurt the company in the long term”.