| HBS Case Collection
(Revised from original 1981 version)
Hank Kolb, Director, Quality Assurance
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.
Problems and Challenges;