Connecticut Spring and Stamping Corporation (CSSC) is a small, privately owned metal company with a reputation for delivering quality products to its customers. CSSC business is primarily the production of springs and stampings used in various mechanical components. While customers are satisfied by CSSC level of quality, the company has in the past made frequent efforts to keep improving its quality, sometimes at considerable cost. The task of the new general manager of quality, Andy Youmans to determine in which direction the CSSC to follow in improving the quality to ensure customer satisfaction. "Hide
by H. Kent Bowen, Sarah Tabler Source: Harvard Business School 23 pages. Publication Date: October 26, 1993. Prod. #: 694009-PDF-ENG
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