Bringing about a step change in the quality management system

Context The company is part of a group that designs, produces and installs packaging machinery. Its employees have a high average seniority and there are many key figures possessing specialist knowhow which is not widely shared. For some years the company has faced high costs, arising from: unreliable design (in both content and time) – by far the most serious of their problems customer dissatisfaction with delivery times and quality (customers are largely small, family-owned…

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