Do It Right the Second Time


Merrill, Peter   (1995, ASQC)   Quest Management Services, Toronto, Ontario, M2M 2S9, Canada

Annual Quality Congress, Cincinnati OH    Vol. 49    No. 0
QICID: 10263    May 1995    pp. 515-525
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Article Abstract

Many companies that have implemented successful quality programs have also experienced some failures along the way, but they didn't give up. Benchmarking quality improvement processes can help organizations identify the sub-processes within successful quality processes and use this knowledge to improve their own processes. This paper studies several examples that illustrate quality improvement processes implemented by many types of organizations, such as a dry cleaning business, human resources organizations, a food manufacturer, and a retail store.

Many organizations have learned from their failures and have succeeded in their second attempt to implement quality programs. The key to success in implementing quality programs and continuous improvement is to clearly define each step along the way, using knowledge gained through benchmarking.


Continuous improvement (CI),Empowerment,Vision,Measurement and control,Process management,Leadership

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