Product details

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Authors: Harry Bowen; S Tabler
Published by: Harvard Business Publishing
Originally published in: 1993
Version: 27 March 2001
Length: 23 pages
Data source: Field research

Abstract

Connecticut Spring and Stamping Corp (CSSC) is a small, privately owned metal working company with a reputation for providing quality products to its customers. CSSC's business is primarily the production of springs and stamped parts used in a variety of mechanical assemblies. While CSSC's customers are pleased with the level of quality, the company has in the past made frequent efforts to keep improving its quality, sometimes at considerable cost. The challenge to the new total quality manager, Andy Youmans, is to determine what direction CSSC should follow in improving its quality practices to assure customer satisfaction.
Location:
Size:
Small, employees 450, USD30 million revenues
Other setting(s):
1992-1993

About

Abstract

Connecticut Spring and Stamping Corp (CSSC) is a small, privately owned metal working company with a reputation for providing quality products to its customers. CSSC's business is primarily the production of springs and stamped parts used in a variety of mechanical assemblies. While CSSC's customers are pleased with the level of quality, the company has in the past made frequent efforts to keep improving its quality, sometimes at considerable cost. The challenge to the new total quality manager, Andy Youmans, is to determine what direction CSSC should follow in improving its quality practices to assure customer satisfaction.

Settings

Location:
Size:
Small, employees 450, USD30 million revenues
Other setting(s):
1992-1993

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