|
Case
| HBS Case Collection
|
1993
(Revised from original 1981 version)
Hank Kolb, Director, Quality Assurance
by
Frank S. Leonard and W. Earl Sasser
|
Abstract
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;