For anyone who’s worked in product or service industries, it’s a safe bet that you’ve encountered situations in which problems, once thought to be resolved, resurfaced later.
Demonstrated by Dr. Joseph M. Juran’s Spiral of Progress, implementing quality is an evolutionary process. This point is so important that countless books and articles have been written on this subject.
It’s a rare company that doesn’t want to implement a better quality system, resulting in performance excellence for their company, employees, customers and stockholders. However, the pursuit of quality is easier said than done.
