Quality in Practice: Building Trust Through Quality at Gerber
5.3 Test your Knowledge (Question):
1. How do the various definitions of quality discussed in Chapter 1 relate to the quality
practices at Gerber?
2. How does Gerber exhibit the fundamental principles of total quality – customer and
stakeholder focus, participation and teamwork, and a process focus and continuous
improvement?
3. How did quality help Gerber overcome the crisis it faced in the consumer-tampering
situation? What lessons does this have for other companies?
