Part two chapter: Customer-Driven Quality

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This is a video chapter of

In Search of Quality Volume 1: Quality Through People
Quality through People looks at the important role that the employees of the Wallace Company, a Malcolm Baldrige Award Winner, played in stimulating a quality-based corporate turnaround. Wallace changed from a rigid hierarchical organization into a model of teamwork and personal empowerment. Discove... read more
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About

In Search of Quality Volume 1: Quality Through People

Quality through People looks at the important role that the employees of the Wallace Company, a Malcolm Baldrige Award Winner, played in stimulating a quality-based corporate turnaround. Wallace changed from a rigid hierarchical organization into a model of teamwork and personal empowerment. Discover how Wallace employees dedicate themselves to this vision each and every day.

All video and case studies are found in the Chapters tab below.

This series is hosted by In Search of Excellence co-author Robert H. Waterman, Jr. The second part of the series is Quality Through Systems.

KEY LEARNING POINTS

  • Empower people to solve problems
  • Learn how leadership affects quality
  • Build customer/supplier relationships
  • Observe quality meetings in action
Video Running Time (minutes)
9:10
Featured Talent
Robert H. Waterman
Course ID
ENT323

Chapters

Chapter
Part two chapter: Customer-Driven Quality