Offense and Defense

Abstract:[This abstract is based on the author's abstract.]

Quality systems must both prevent new problems and correct existing ones, in the same way that military leaders must plan for both defense and offense. While both offensive and defensive approaches require teams, the appropriate team structures differ. A defensive system, even when completely successful, will only maintain quality. In order to improve, it may be necessary to go on the offensive, although such an approach often requires more resources because of the difficult problems faced. A case study presented here shows that resource allocation is a key to quality improvement, and that when properly allocated, sufficient resources are likely to foster dramatic quality …

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