Good quality management results in both quality of products and service, and the way things are done, leading to happy customers and rewarding work. GIZCO Inc. make gizmos. Every gizmo they sell is in perfect condition. Their trouble is, it's not checked until it reaches the despatch department. That can mean a lot of work wasted on a faulty gizmo. Dwight (Andrew Sacks) explains that their approach to quality is Reactive. He then proposes the Preventive approach using Process Management.
Key Learning Points:
- Aim for 100% quality
- Look at the way a process works, and the way it is constructed
- All staff are responsible for 100% quality
- Identify internal and external customers
- Find out what they need and deliver 100%