Voices: McKinsey

The Evolution of Quality

Why good quality doesn't have to mean higher costs — in fact, it often means lower recall and warranty costs

By Adriana Aragon, Evgeniya Makarova, Alessandro Faure Ragani, and Paul Rutten, McKinsey & Co.
Apr 27, 2018

Disaster has a way of concentrating the mind. Massive recalls and lawsuits — over luxury cars, over-the-counter medicines, medical devices, or mobile-phone batteries — become almost totemic reminders of what a lapse in quality can mean. And for manufacturers everywhere, simultaneous increases in supply-chain complexity and media reach mean that the aftershock of a quality lapse is likely to be much larger than in the past.

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