Ralph has worked as a manager for Herman, the General Manager, in a traditionally managed shop for 15 years. As such, he is accustomed to things not going as planned but he has, in general, had a solid reputation for turning out good work and has maintained an acceptable level of satisfied customers.

However, Ralph and his General Manager have just returned from training at the Crosby Quality College. It is their dealer’s intention that they install Crosby’s quality system in their shop to improve their work, their operation, and their customer satisfaction.

You decide In the past, when Ralph’s boss, Herman, received the daily quality scores he filed them away, waiting for the monthly report. As long as the monthly average met the company standards he was satisfied. How do you think that that will change now that this new philosophy has been adopted? What should they do the next time they get a low score from one of their customers? Why?