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This article reviews the quality improvement process at the Rank Xerox plant at Mitcheldean. It outlines the changes in philosophy which have been required, the objectives of the process, and typical improvement projects in the areas of product design, materials conformance, production process, business support and awareness and training. The article concludes by describing two key measurements of results — namely customer satisfaction with products and reduction in the cost of quality.
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J.D. Huckett (1985) studied this question.
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