THE MANAGER'S MEMO

FROM: H. Barbieri, Vice President, Consumer Electronis Division
TO: B. Jones, Production Manager
RE: Quality First Program

I think it's time to look at a new approach to our Quality First program. We've had the suggestion box out for a year, and so far we've received only two suggestions for quality improvements, of which only one was of any value. Several supervisors have confidentially informed me that their subordinates have some great ideas. Why aren't we hearing any? How about a group approach?

We can divide the employees into teams that can meet to come up with ideas for improving the quality of our products and production process. I'd like you to prepare a plan for these groups. How should they operate? How often should they meet? Should the teams be divided into engineers, production workers, maintenance personnel, and so on, or should each team include a variety of workers? What problems can we anticipate with this format, and how should we resolve them? These questions are meant as a starting point. If you have other ideas or concerns, please include them in your plan.

CASE DISCUSSION QUESTIONS
Assume that you are the production manager and respond to the vice president's memorandum with a memo outlining ways to open up the lines of communication. Use as many of the concepts in the chapter as you can to develop a complete plan.