Overview

The book is a compilation of experiences over the past 4 decades working to improve the quality of products and services. The book covers a wide range of quality-related topics. A common theme is that all of the issues have either arisen repeatedly at numerous companies or were so vexing when they did arise that they made a lasting impact. While the author's experience is primarily in manufacturing, many of the principles apply as well to other industries. This second edition contains approximately 33% new material, including a chapter on ethical considerations in Quality and industry in general, along with a number of short topics and anecdotes.

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