It is the last Friday of the month. Your operation is behind schedule. Two people called in sick. The line is running short and the pressure to ship is real. Your supervisor looks at a container of parts that does not quite meet spec. He knows the standard. He also

For most of my career I taught one lesson above all others. Do not chase symptoms. Find the root cause. I said it in every problem-solving workshop I ever ran. I said it to teams at General Motors, Ford, Chrysler, Saturn, GE Medical, and Colgate-Palmolive. I built training programs around

In the 1970s Phil Crosby asked a question that manufacturing had never seriously considered. What does poor quality actually cost? Not the cost of the scrap bin or the rework line. The full cost, including: the customers lost, the warranty claims paid, the inspection overhead, the production disruptions, and the