Read this book to gain an understanding of how to implement a zero defects program. The information in this book is still relevant and valuable to this day. The author is recognized as one of the great thinkers in quality improvement. I personally, liked best some of the dialogs that were presented, since they presented very clearly how one might navigate the implementation of an attitude that conformance to standards is how to achieve customer satisfaction, and this is the responsibility of everyone who participates in the planning and production of the product or service... not the job of the quality department. The job of the quality department (if you have one) is to measure conformance, report findings, and insist that corrective and preventive actions are implemented.
Robert N. West
Quality Manager and Lean Practitioner
http://www.robertnwest.com/
http://www.linkedin.com/in/robertnwest
http://robertnwest.blogspot.com/
