FISHBONE DIAGRAM

THE RANGE OF QUALITY

Quality (or lack thereof) is the result of many decisions

made by many persons over a long period of time.
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SUMMARY OF HANK KOLB CASE

The dimensions of quality and their strategic implications.
The systemic nature of quality. Quality (or lack thereof) is the result of
many decisions made by many persons over a long period of
time.
The need for a match between product design and process design.
Use of a Fishbone Diagram.
The degree of integration required to prevent or solve quality-related
problems both horizontally and vertically.
The requirement of leadership from upper management to change an
organizations view about quality and to implement a quality
improvement initiative.
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