1. 1 “FISHBONE” DIAGRAM

2. 2 THE RANGE OF QUALITY Quality (or lack thereof) is the result of many decisions made by many persons over a long period of time.

3. 3 SUMMARY OF HANK KOLB CASE  The dimensions of quality and their strategic implications.  The systemic nature of quality. Quality (or lack thereof) is the result of many decisions made by many persons over a long period of time.  The need for a match between product design and process design.  Use of a Fishbone Diagram.  The degree of integration required to prevent or solve quality-related problems – both “horizontally” and “vertically”.  The requirement of leadership from upper management to change an organization’s view about quality and to implement a quality improvement initiative.