CASE STUDY

The Seven Deadly Diseases 6. List and explain Juran's main contributions to the quality movement. 7. Why do some quality initiatives fail? 8. What contributions to the quality movement is Philip B. Crosby known for? 9. Summarize the most common errors made when starting quality initiatives. 10. Explain the trends that are affecting the future of quality management. CRITICAL THINKING ACTIVITY Have We Spoiled Customers? "If you want to understand how the worldwide quality movement has benefited con- sumers, just look at automobiles. What used to be considered a luxury option is now just standard," said one quality manager. "That is precisely the problem." said another quality manager. "We have spoiled the consumer. Now customers will never be happy no matter what we do." Join this debate. What is your opinion concerning the following questions? What features in the modern automobile are customer driven? 2. Henry Ford once said something to the effect that the customer can have any color Model T he wants, as long as it's black. How did the world evolve from Henry Ford's attitude toward customers to the modern attitude of customer-driven quality? 3. Are global consumers spoiled and unrealistic in their expectations, or are they finally demanding their rights in the marketplace? 4. How has the worldwide demand for quality driven the concept innovation? How has innovation changed your life? 1. CASE STUDY 2-1 - Winning and Longevity