HPMD Quotes & Sources
"A [Varian Associates Inc.] unit that makes vacuum systems for computer clean rooms boosted on-time delivery from 42% to 92%. The radiation-equipment-service department ranked No. 1 in its industry for prompt customer visits." ...
"Obsessed with meeting production schedules, the [Varian] staff in that vacuum-equipment unit didn't return customers' phone calls, and the operation ended up losing market share. Radiation-repair people were so rushed to meet deadlines that they left before explaining their work to customers. Sure, Varian could boast about quality. But in 1990, its sales grew by a paltry 3%..." "'All the quality-based charts went up and to the right, but everything else went down,' says Richard M. Levy, executive vice-president for quality." (BusinessWeek, Aug. 8, 1994, p. 54.)
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|Title:||Quality: How to Make It Pay|
|Place (City):||New York|
|Publication Date:||Aug. 8, 1994|
|Categories:||Quality, Customer Service|