Case | HBS Case Collection | March 1981 (Revised February 1993)

Hank Kolb, Director, Quality Assurance

by Frank S. Leonard and W. Earl Sasser


Designed to introduce the systemic nature of product quality and the complexity of quality problems. Uses a new director, quality assurance, and the discovery of a quality problem. The new director has to decide if it is a real problem, what to do about it, and how to go about orienting an organization toward a better quality attitude.

Keywords: Leadership; Product; Organizational Culture; Problems and Challenges; Quality; Attitudes; Complexity;


Leonard, Frank S., and W. Earl Sasser. "Hank Kolb, Director, Quality Assurance." Harvard Business School Case 681-083, March 1981. (Revised February 1993.)