Better decisions, better processes: Using customer-integrated decision making

In early 1998, Spectra Precision, Inc., of Dayton, Ohio, began a total quality management (TQM) effort using a two-pronged approach. The first was to bring more quality assurance to its manufacturing using continuous process improvement. The second was improving the management decisions made in its product development process. The process allowed Spectra Precision to select a pilot project and begin learning the process while doing work on a significant product need. This approach also enabled the company to start a second project midway through the first, thus further embedding the process into the company's mindset.