Purpose – The aim of this series of papers is to offer key insights from eminent professors or practitioners within the field of Operations Management. This is the second of a series of interviews with “Operations Masters” and future contributions will include a range of inputs from...

This paper examines three key factors that help to explain the differences between high and low performing plants in process quality. The three factors are: first, the seniority of manufacturing personnel within the plants; second, the involvement of these senior managers in the business, rather...