A Bare Bones Look at the Bottom Line

Abstract:A basic premise of the quality revolution is that quality increases profits. While customers generate profit in the traditional way, quality focuses on money not spent as the result of improved practices. Quality alone, however, does not guarantee success because businesses operate in an environment unimaginable 50 years ago. Capturing and keeping customers is the basis of profit. Capacity for work is important as well, but this does not mean downsizing the workforce and pressuring the remaining employees to produce the same numbers. It means improving procedures so more can be accomplished with the existing workforce. Yet the failure to understand the difference between productivity and quality has often made winning support challenging. A case study shows the reasons the pursuit of excellence is worth the investment in time, resources, and money. A sidebar article describes how ASQ sections promote the economic case for …

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