Managing for Quality and Performance Excellence 9th Edition by James Evans,William Lindsay

تمرين 32

A local delivery service has 40 drivers who deliver packages throughout the metropolitan area. Occasionally, drivers make mistakes, such as entering the wrong package number on a shipping document, failing to get a signature, and so on. A total of 280 mistakes were made in one year as shown in the Excel file C02-CaseData in the Student Companion Site for this chapter. The manager in charge of this operation has issued disciplinary citations to drivers for each mistake.
What is your opinion of the manager's approach? How does it compare with the Deming philosophy?