ABSTRACT
In 1985, Tom Peters named the “Quality Has Value” (QHV) process the “best quality process in any service organization in North America.” The planning stages of QHV started in 1983, after Paul Revere—which for many years had comfortably led its competitors in the field of disability income insurance—began to feel competitive heat in that field. The quality team tracking program became the link between the quality teams and Quality Team Central. It became the single most important tool in implementing the quality team aspect of QHV. The value analysis approach used by the Nolan Company, and adopted by Paul Revere, is to study one functional department at a time by convening a series of meetings consisting of the decision makers from that department. The quality process at Paul Revere involves every person who draws a paycheck from the company, and this has helped immeasurably in setting the process apart from others similar to it.
