World Conference on Quality and Improvement vol. 61 - April 2007
Abstract: [This abstract is based on the author's abstract.] During the last half of the 20th century, the major focus of the quality profession has shifted from catching defects to preventing them. As a result, not only has the language of quality has become less clear, but the selection of the proper quality tools to apply in various situations has also become confusing. These topics are discussed with a focus on analytical problem solving. The methodology is presented in four phases with a discussion of tools that can be effectively applied at each phase.
Keywords: Problem solving - Analysis - Defects - Preventative action - Customer satisfaction (CS) - Root cause analysis (RCA)
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