The document summarizes the top 5 famous quality management system failures in history: 1. The 1979 Three Mile Island nuclear disaster which was attributed to a lack of proper controls and training. 2. Issues with the Hubble space telescope's mirror that was ground into the wrong shape and cost billions to fix. 3. Problems with early iPhone 4 models that had widespread dropped calls which Apple initially denied before conducting a recall. 4. The 1976 collapse of the newly constructed Teton Dam in Idaho due to improper materials and maintenance. 5. Safety issues with the Ford Pinto in the 1970s related to design flaws and questionable management decisions that led to dangerous vehicles. The document concludes that effective

1. The Top 5 Quality
Management System
Failures of All Time
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2. Purpose of Quality Management Systems
Clearly understand customer requirements
Manage internal processes to fulfill requirements
in an effective & efficient manner
• Management
• Design
• Production
Continuous improvement of processes
• Quality Management System (QMS) based on ISO 9001
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3. QMS History: When QMS Failures Go Viral
Most QMS failures have unfortunate implications,
but do not make national news
• Requirements missed
• Processes don’t work
• Customers upset
• Employees/management unhappy
But sometimes an unfortunate Total Quality
Management (TQM) failure makes headlines
Such as these top 5 “Famous Quality
Management Failures” in no particular order…
Page 3

4. 3 Mile Island
Strong debate in the
late 70’s about safety
of nuclear power
Worst nuclear disaster
in U.S. history – Photo source: britannica.com
March 1979
• Proper controls not in place
Only new nuclear
• Human error attributed to lack power stations built
of proper training since were those
already under
construction
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5. Hubbell Telescope
Orbiting telescope
utilizing advanced
technology
Distant and faint
objects – could not be
seen Photo source: nasa.gov
Mirror had been
Additional billions of $
ground into wrong
were spent to correct
shape
• Negative testing results from
the problem
multiple instruments were
ignored
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6. iPhone 4
Apple was on verge of
losing dominance in
device market
Difficult to make calls
with iPhone 4
• Dropped calls Photo source: mobilehuntz.com
• Widespread dissatisfaction with
early adopter loyal customers “Voluntary” recall was
• Denial/minimization of problem
by Apple
conducted to correct
the problem
Independent tests
identified issue
Page 6

7. Teton Dam
Only months after
completion, dam
collapsed - June 1976
• 6 miles of Teton River canyon
were flooded
Improper materials
Photo source: web.mst.edu
used
Maintenance was
done during spring
when likely reservoir
would fill to capacity
Page 7

8. Ford Pinto
U.S. auto industry built
ill-conceived and
unreliable cars during
the 70’s
• Many were considered ugly
• 40-50,000 miles was not Photo source: cargurus.com
unusual for major breakdowns
Pinto tops list
• Design flaws
• Questionable ethics decisions
by top management resulting in
dangerous vehicle
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9. Did This Need to Happen?
All of these notorious failures could most likely have
been prevented if principles of a quality
management system were in place
• Effective design reviews
• Design and process FEMAs
• Measurement-based corrective action (including customer satisfaction)
QMS has potential to save customers & improve
the value of internal efforts…
…the essentials for business success
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10. Thank You
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