QUESTION 53
WHAT CAN I DO TO IMPROVE THE QUALITY OF MY PRODUCT?
Why it’s important: Poor quality costs you money in terms of complaints, returns and lost customers.
As a manager you should constantly strive to improve the quality of the goods or services that you produce.
If you were working in the 1960s or 1970s you would have often heard the phrase ‘planned obsolescence’. The idea was that it was bad for the economy to produce goods that lasted too long as this depressed demand and economic growth. For example, it was common for a car to become a moving rust bucket within five years.
Japan led the way out of this cul-de-sac when it adopted the quality philosophy of Edward Deming. Within 15 years ‘made in Japan’ changed from being synonymous with ...
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