CHAPTER 10
Quality Is Free
(The Devil Is in the Detail)
Vignette: Defects Too?
The story goes like this: When an American company informed its Japanese product provider to send them all their manufactured goods with a maximum of a 5 percent defect rate, they were surprised to receive two packages: a big one and a much smaller one. The Japanese product provider accompanied its shipment with a letter expressing a misunderstanding of the order. Why would the client want the defects, too? Just to make sure they met the client’s requirement, they sent the defects, too, in a separate package.
Vignette: The Bicycle
Bill came into my office with his U.S. $20,000 custom mountain bike.
As the president of a high-tech seal-manufacturing company, this is ...
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