Instructor Slides

for Quality in Practice

and Case Discussion
Questions

Chapter 1
Introduction to Quality

The Xerox Transformation

1. What aspects of Xeroxs management
practices would support the results they
obtained? How do these practices lead to
accomplishing the three Leadership
Through Quality objectives?
2. Discuss the meaning of Quality is a race
without a finish line. What is its
significance to Xerox, or to any
organization?

Building Trust through Quality

at Gerber
1. How do the various definitions of quality
discussed in this chapter relate to the quality
practices at Gerber?
2. How does Gerber exhibit the fundamental
principles of total quality customer and
stakeholder focus, participation and
teamwork, and a process focus and
continuous improvement?

Building Trust through Quality

at Gerber
3. How did quality help Gerber
overcome the crisis it faced in the
consumer-tampering situation?
What lessons do their steps have for
other companies?

A Tale of Two Restaurants

1. Contrast these two restaurants from
the perspective of TQ. How do they
exhibit or not exhibit the fundamental
principles of TQ?
2. What advice would you recommend
to the owners?

A Total Quality Business Model

1. What advice would you give Rob and
Diane about the management
practices they are proposing within
each element of the TQ
infrastructure? What additional
practices might you suggest?

A Total Quality Business Model

2. How might viewing the organization
from the three levels of quality
discussed in the chapter help improve
their business plan?

Deere & Co.

1. How has their perspective on quality
changed?
2. How has it helped them to stay
competitive in a tough business
environment?
3. Do you think that their technologyfocused efforts will help them to
remain competitive in the future?