ABSTRACT
For many years poor quality was generally associated with shop-floor operators. It is not generally appreciated by many businesses that most of their quality problems are really management problems. Over 75% of company quality deficiencies can be traced to management-related deficiencies (not shop-floor activities). Figure 2.1 is a collection of comments from quality leading international businesses who tend to support this view.12 Comments from quality leaders https://s3-euw1-ap-pe-df-pch-content-public-p.s3.eu-west-1.amazonaws.com/9780080928760/d24d81ed-ae57-47ff-a722-b98348e9bc97/content/fig2_1_B.tif" xmlns:xlink="https://www.w3.org/1999/xlink"/>
