The general manager of Blount Canada visited Japan and began a journey of continuous improvement. He began implementing changes, starting with shortening die set-up times and moving on to reducing inventory. Four years later, the company began teaching statistical process control and other quality programs. One problem-solving technique recently adopted is the Quality Improvement (QI) story. This case provides background about the company and presents a completed QI story about the problem of defective products being shipped to a customer. The QI story identifies one department as the worst "internal vendor". Students are asked to take the role of the supervisor of that department and decide what to do. After discussing the case's QI story, students apply the QI story technique to work towards a solution to the supervisor's problem.
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