Rapidly changing business conditions make it difficult to see the future with any degree of certainty. Consequently, many firms have undertaken a thorough self‐examination and reworking of procedures and methods to position themselves to compete in the global marketplace of the 1990s. A crucial element in the changing and improving processes is raising the quality of the product or service the firm provides. Lockheed Martin Tactical Aircraft Systems has a vested interest in changing to meet the new requirements of the aerospace industry and decided to re‐evaluate its business practices, with the goal of increasing productivity while simultaneously increasing quality. Management decided to conduct a large‐scale quality survey throughout the company to understand the company’s current level of quality and the quality perceptions among employees. Reports on the results of that study, with a brief description of the development of the quality survey instrument and the information discovered during the data analysis.
Huff, R., Prybutok, V., Kappelman, L., Cohen, J. and Beck, L. (1997), "Lockheed Martin Tactical Aircraft Systems: quality survey results", Work Study, Vol. 46 No. 5, pp. 162-171. https://doi.org/10.1108/00438029710172015Download as .RIS
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