Publications
Publications
- February 1996 (Revised November 1996)
- HBS Case Collection
Wainwright Industries (A): Beyond the Baldrige
By: Rosabeth M. Kanter and Norman Klein
Abstract
Traces the growth of Wainwright, a small automotive supply company, focusing on its commitment to quality in 1981 and the evolution of its quality culture. Breakthrough programs that stress "trust and belief" in the workforce and commitment to customers result in Wainwright winning the Malcolm Baldrige Award in 1994.
Keywords
Quality; Customer Satisfaction; Customer Relationship Management; Ethics; Business Or Company Management; Standards; Machinery And Machining; Organizational Change And Adaptation; Organizational Culture; Auto Industry; Missouri
Citation
Kanter, Rosabeth M., and Norman Klein. "Wainwright Industries (A): Beyond the Baldrige." Harvard Business School Case 396-219, February 1996. (Revised November 1996.)
About The Author
