Rochester excellence—customer satisfaction: the quality journey continues

Charles G. Brown

doi:10.1364/OAM.1991.TuLL2

Optical Society of America Annual Meeting
Technical Digest Series (Optica Publishing Group, 1991),
paper TuLL2
•https://doi.org/10.1364/OAM.1991.TuLL2

Rochester excellence—customer satisfaction: the quality journey continues

Charles G. Brown

OSA Annual Meeting 1991

San Jose, California United States
3–8 November 1991
ISBN:

From the session
How To Do World Class Products: 4 (TuLL)

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C. G. Brown, "Rochester excellence—customer satisfaction: the quality journey continues," in Optical Society of America Annual Meeting, Technical Digest Series (Optica Publishing Group, 1991), paper TuLL2.

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Abstract

This presentation addresses the environment, set of values, and system that have fostered a world-class, customer-driven organization in IBM Rochester which resulted in their winning the coveted Malcolm Baldridge award.

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