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Do these quotes sound like the problems facing Hank Kolb?

Do these quotes sound like the problems facing Hank Kolb?. “We are too concerned about keeping rejects (or complaints) down instead of quality up.” “We are too busy keeping imperfection under control, rather than trying for perfection.”

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Do these quotes sound like the problems facing Hank Kolb?

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  1. Do these quotes sound like the problems facing Hank Kolb? • “We are too concerned about keeping rejects (or complaints) down instead of quality up.” • “We are too busy keeping imperfection under control, rather than trying for perfection.” • “We keep burning the toast and then scraping it clean, instead of fixing the toaster. Some of us are even learning to like burnt toast.”

  2. The Eight Dimensions of Product Quality Reference: David A Garvin, “Competing on the Eight Dimensions of Quality”, Harvard Business Review, November-December 1987, pp. 101-109.

  3. The Seven Dimensions of Service Quality Reference:Operations Management, authored by Roberta S. Russell and Bernard W. Taylor III, and published by Prentice Hall.

  4. Strategic Implications of the Dimensions of Quality • Pursue a selective quality niche. To distinguish your product or service from those of your competitors, use some but not all of the dimensions of quality. (It is unwise and often impossible to pursue excellence in all dimensions.) • Conduct market research to determine which of the dimensions of quality are most important to your customers. Do not introduce or persist with dimensions of quality that are unimportant to your customers.

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