Technology and Quality at Steinway

Topics: Operations Organizational Structure


M. Eric Johnson, Joseph M. Hall, Ashley Martin-Golis T'08, David Pyke
Length: 20 pages
Publication date: 2009
Case#: 6-0023

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For almost two centuries, Steinway & Sons set the standard for excellence in piano manufacture. This case articulates the Steinway definition of quality, how they achieved that quality, and contrasts their quality with its mass produced competitors.

More importantly, this case explores the role and impact of technology on quality, showing how Steinway used new product offerings to enhance its distribution strategy and control its quality image.

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