Quality failures have impacts that go beyond costs. Quality failures can erode an organization’s competitive advantage.
Locate and post a news story from the last six months published in The Wall Street Journal or another reputable source about an internal or external quality failure.
- Briefly summarize the issue including what went wrong and whether it was a performance quality or conformance quality issue.
- What was the impact on costs to the organization and/or its customers?
- How did the organization address the issue? What steps did they take to either correct the problem or provide a resolution to customers? Were these reasonable and fair? Explain.
- What steps could have been taken to reduce or prevent this failure?
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