Case | HBS Case Collection | October 1993 (Revised March 2001)

Connecticut Spring and Stamping Corp. (A)

by H. Kent Bowen

Abstract

Connecticut Spring and Stamping Corp. (CSSC) is a small, privately owned metal working company with a reputation for providing quality products to its customers. CSSC's business is primarily the production of springs and stamped parts used in a variety of mechanical assemblies. While CSSC's customers are pleased with the level of quality, the company has in the past made frequent efforts to keep improving its quality, sometimes at considerable cost. The challenge to the new total quality manager, Andy Youmans, is to determine what direction CSSC should follow in improving its quality practices to assure customer satisfaction.

Keywords: Customer Satisfaction; Engineering; Private Ownership; Quality; Manufacturing Industry;

Citation:

Bowen, H. Kent. "Connecticut Spring and Stamping Corp. (A)." Harvard Business School Case 694-009, October 1993. (Revised March 2001.)