The reality is Tim that sharpening up on the pre-delivery quality control and after-sales service would in all likelihood probably actually save them money in the long-run!
Absolutely. Been proven time and time again in industry. The Japanese figured all this stuff out with J Edwards Deming over half a century ago.
I find it literally incredible that some modern manufacturers still don't buy into the concepts and insist on operating at what the Capability Maturity Model describes as Level 0 or 'Individual Heroics'.
