AVOIDING A FLAT.

Quality lessons from the Firestone crisis

Quality. An abstract term meaning, according to the McGraw-Hill Encyclopedia of Quality Terms & Concepts, excellence in goods and services especially to the degree they conform to requirements and satisfy customers. It is a moving target that insists processes, products, and services be continuously improved. Quality also means freedom from defects and errors.

Just ask Firestone.

These days, no one knows the definition of quality better than Bridgestone/Firestone Inc. which recalled 14.4 million tires on A