Abstract
Designed to introduce the systemic nature of product quality and the complexity of quality problems. Uses a new director, quality assurance, and the discovery of a quality problem. The new director has to decide if it is a real problem, what to do about it, and how to go about orienting an organization toward a better quality attitude.
Questions 1
What are the causes of the quality problems on the Greasex line? Display your answer on a fishbone diagram.

Question 2
What general steps should Hank follow in setting up a continuous improvement program for the organization? What problems will he have to overcome to make it work?

In order to initiate continuous improvement, Hank needed to understand the problem areas that affect the attitude toward quality in the entire organization as Mr. Morganthal has warn Hank Kolb, “lack of quality attitude in the plant”. With the assurance from Mr. Morganthal, the General Manager, he has plan to form a sterling team which comprise of staffs from each different function as members. This team will take an overview and be the devil’s advocate to point out areas that required changes. It has identify that there is a lack of senior management leadership involvement due to insufficient information from the ground. Functions such as personnel, manufacturing, design, plant maintenance, purchasing and marketing have their own area of responsibility to fulfil but doing it without any quality perspective. Changes in the leadership toward quality is requires to instil quality awareness among the staffs and workers. The program has to bring an understanding that quality does not rest on producing quality products to deliver to the customers and to the market but quality of work that provides quality result is equally important. Inconsistent product quality is becoming a critical issue to the organization. In long term, it may