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Hank Kolb, Director, Quality Assurance (Spanish version)
Leonard, Frank S.Case HBS-609S11Service and Operations ManagementDesigned 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.Starting at €8.20
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Paul Chesler, Director, Quality Assurance (Spanish version)
Leonard, Frank S.Case HBS-608S17Service and Operations ManagementIntroduces the systemic nature of product quality and the complexity of quality problems. A new director of quality assurance discovers an apparent quality problem. The actions of different departments and functions contribute to the problem. The new director must decide how serious the problem is, what to do about it, and how to go about orienting an organization toward a better quality attitude. A rewritten version of an earlier case.Starting at €8.20