Managing the quality process: lessons from a Baldrige award winner A conversation with John W. Wallace, chief executive officer of the Wallace Company
通过访谈波多里奇奖得主华莱士公司CEO，分析了该公司实施质量改进计划并获奖的经验，包括正反面教训、关键成功要素和潜在陷阱。
Executive Overview The Wallace Company is a distributor of pipe, valves, and fittings for the oil, chemical, and petrochemical industries. During an industry downturn in the mid 1980s, Wallace embarked upon an all-encompassing quality improvement program. In the Fall of 1990, Wallace received the Malcolm Baldrige National Quality Award. This article examines the Wallace experiences in implementing a quality improvement program and winning the Baldrige Award. Extensive interviews with John Wallace, the chief executive officer, and other key individuals with the Wallace Company provide insights into both the positive and negative aspects of their experiences. The Wallace Company example reveals several of the trade-offs associated with a quality improvement program, the critical features of a successful program, and the possible pitfalls of quality programs. In addition, some of the issues surrounding the Malcolm Baldrige National Quality Award are discussed.