Course: BUSINESS M BOM911
CASE STUDY- Hewlett Packard
The computer industry has always been in the forefront of developing and utilizing quality concepts. Quality failures of hardware, software or services are both immediately obvious to customers and seriously damaging to their trst in supplier. Hewlett-Packard, the worldwide Information Systems company,was one of the first to make success of the internal-customer concept in its operations. One part of the way it used the concept was a short but effective checklist ‘pocket guide’ which was distributed throughout the company. It suggests each part of the organization should ask seven questions, which it regards as fundamental to the operation:
Hewlett Packard then went on to devise a problem solving methodology,based on its seven questions, the stages for which are as follows:
(a) What do you see as the limitations of the set of questions which comprises Hewlett Packard’s internal customer checklist?
(b) Do you think anything is missing from the problem solving methodology described above?
(c) What seems to be the implied problem solving methodology described above
(d) How does it compare with the Plan-Do-Check-Act (PDCA)