Chapter 1
The Strategic Role of Systems and Software Quality
Synopsis
Perfect quality, perfect delivery, perfect reliability, perfect service— these are achievable. … The quality system that will be embraced by any particular organization who takes the subject very seriously will aim for those goals and be measurable by the appropriate and dedicated use of the statistical systems that are now readily available.
—Robert W. Galvin
Former Chairman of the Board, Motorola Inc.
This quote from the foreword of the Encyclopedia of Statistics in Quality and Reliability [11] presents, in clear terms, the vision of a top executive who decided to embark his organization on the never-ending journey of quality improvements. Galvin set up a goal of ...
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