1991-02-01

Management of Reliability Disciplines in Support of Customer Satisfaction 910882

The emerging global economy and global competition is having a significant impact on the management of businesses around the world. Customer satisfaction is essential. Quality of products and services and their reliability over time play a major role in satisfying the customer.
A change in the mindset of organizations is required to meet these challenges. The focus of reliability efforts must shift from prediction to continuous improvement. Process oriented thinking along with the concept of the internal customer must permeate the entire organization. Mechanisms like a reliability operating process must be in place to capture lessons learned from prior failures and prevent their recurrence. Reliability disciplines - not reliability engineers - need to be deployed throughout the organization. An environment must be created which empowers self managed teams to apply these disciplines throughout the product planning, design, development, manufacturing, assembly and service processes.

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