Abstract
This case describes an award-winning quality-management program. The dilemma facing Marshall Bowden, manager of Operations, concerns the selection of a process for the manufacture of night-vision goggles. One choice would require planned rework, which would cost less than the choice requiring the least rework or the most costly option. The low-cost option runs exactly counter to the philosophy that won the division its achievement awards. Videotape #8223, “Tim Reid,” is designed for use with this case.
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