Nffgnfgn Essay

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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 people.
Kolb poked his head into Mark Hamler's office, his immediate subordinate as the quality control
manager, and asked him how things had gone during the past week. Hamler's muted smile and an
"Oh, fine," stopped Kolb in his tracks. He didn't know
…show more content…
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,
write Harvard Business…

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