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.)
Short Quote:
© Copyright 1996, 2007, HP Management Decisions Ltd., All Rights Reserved.
| Author: | Griesing, David |
| Title: | Quality: How to Make It Pay |
| Periodical: | BusinessWeek |
| Volume: | |
| Number: | 3384 |
| Publisher: | |
| Place (City): | New York |
| Publication Date: | Aug. 8, 1994 |
| Pages: | 54-59 |
| Source Type: | Periodical |
| Quote Number: | 307 |
| Categories: | Quality, Customer Service |
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