A systems view of quality

Abstract

Caterpillar, a leading manufacturer of construction and mining equipment, diesel and natural gas engines and industrial gas turbines, is committed to continually improving the quality of their products. Caterpillar currently employs many of the well-known quality techniques, such as statistical process control, yet experience varying levels of quality improvement success across the enterprise. This thesis explores possible causes of the variation amongst the business units. Benchmarking and a literature search are used to identify possible variables and provide frameworks and a basis for comparison. The problem is explored from a systemic perspective with a focus on market served and organizational learning. Conclusions regarding the sources of differences and recommendations for the enterprise and business units are included.