ABSTRACT
QUALITY problems can erupt at any point along the business process: in research and development, purchasing, raw materials receiving and storage, processing, finished goods storage, shipping, outside ware housing, marketing and sales, customer usage, maintenance, account ing, service, engineering, personnel-anywhere. It is unlikely, even in a small company, that a quality control manager can be found with the training, experience, drive, and time to successfully solve quality prob lems in all of these areas. Recognizing the need to develop a universal technique for quality problem solving, companies have tried various methods. Some companies have looked to the outside for help. They may call in an equipment manufacturer to suggest solutions or enlist the assistance of consultants to create new quality systems.
