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Defective Parts Allowances |
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Dean and Evans detail a 1982 transaction between IBM and a Japanese manufacturer. IBM wanted to purchase a particular part from the Japanese, and specified in the supply contract that it would accept 300 defective parts per million. When the shipment arrived, along with a note that said "We have a hard time understanding North American business practices...", IBM was amazed to find that the defective parts had been included intentionally, and were wrapped separately.
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Dean, James W., Evans, James R. Total Quality: Management, Organization and Strategy. West Publishing Company. Minneapolis/St. Paul. 1994.
This incredibly detailed yet easily digestible text provides readers with a workable understanding of the Total Quality movement. Everything from the nuts and bolts to the grander scheme of a TQ effort are discussed in easy to understand terms. Dean and Evans use numerous diagrams, tables and case studies to clarify messages and deliver understanding. This is an excellent text for companies to use to conceptualize and launch their own comprehensive, systematic and scientific Total Quality Effort (not to be confused with the documentation-intensive efforts called for by ISO 9000 certification). This book is a how-to guide for real quality innovation.
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