Market-Driven Quality: IBM, Rochester, MN
--------------1_------------ Midwestern Region Market-Driven Quality: IBM, Rochester, MN Rao J. Tatikonda Building on basic beliefs - respect for the other recommendations during the annual Event Reports individual, the best customer service, and update of five-year strategic plans. Market Driven Quality: 25 excellence in all pursuits - IBM's Baldrige 2. Improve the requirements definition pro IBM, Rochester, MN winning facility in Rochester, MN embarked on cess. a transformation to market-driven quality Self·Directed Work Teams: 28 3. Implement Six Sigma defect level quality starting in the early 1960s. Now Rochester Basics and Success Factors strategy. IBM Rochester's goal is Six Sigma employees are driving toward defect-free per Global Supply Management: 30 by 1994. That means no more than 3.4 formance by 1994, as part of the corporate You Can't Be Excellent defects per million units or opportunities. All By Yourself wide effort to qualify the entire company for Specific steps include eliminating manual the national quality award. Multifin Workshop, May 14-15, 32 operations in interpreting specifications, Change, Choice, and Continuous Following are elements of IBM and continuously improving design tools Improvement Rochester's approach to market-driven quality, and techniques to prevent defects early in Tour America 1991: 34 shared during the recent AME workshop. Several the design cycle and to improve cycle Something Special in Wisconsin perfonnance measures are shown in Figure 1. times. Market·Driven Quality Success Factors 4. Create and deploy an Excellence in Educa IBM Rochester's market-driven quality tion plan. cycle integrates six critical success factors, with 5.
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