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9-681-083 REV: FEBRUARY 5, 1993 Hank Kolb, Director, Quality Assurance Hank Kolb was whistling as he walked toward his office, still feeling a bit like a stranger since he had been hired four weeks before as director–quality assurance. All that week he had been away from the plant at a seminar given for quality managers of manufacturing plants by the corporate training department. He was now looking forward to digging into the quality problems at this industrial products plant employing 1,200

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He told Mac that he had heard about the high pressure from another inspector at coffee break, had

come back, taken off the tags, individually turned the cans upside down and vented every one of

them in the eight rejected cartons. He told Mac that production planning was really pushing for the

stuff and they couldn't delay by having it sent through the rework area. He told Mac that he would

get on the operator to run the equipment right next time. Mac didn't write it up but came in about

three days ago to tell me about it. Oh, it happens every once in a while and I told him to make sure to

check with maintenance to make sure the filling machine was adjusted; and I saw Wayne in the hall

and told him that he ought to send the stuff through rework next time.

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Dr. Frank S. Leonard prepared this case. HBS cases are developed solely as the basis for class discussion. Cases are not intended to serve as

endorsements, sources of primary data, or illustrations of effective or ineffective management.

Copyright © 1981 President and Fellows of Harvard College. To order copies or request permission to reproduce materials, call 1-800-545-7685,

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