This article is one of four commentaries on Paul Zipkin’s article “Quality Snags in the Mortgage-Finance Supply Chain” all found in the 2009 Quality Management Journal 16(3). This commentary offers several thoughts on some of the systems issues associated with implementing and sustaining the changes that Zipkin recommends. The commentary is divided into three main sections: (a) system design issues; (b) regulatory and market failures; and (c) leadership and learning. | Download Article
Latham, J. R. (2009). Complex system design: Creating sustainable change in the mortgage-finance system. Quality Management Journal, 16(3), 7.
Zipkin, P. (2009). Quality Snags in the Mortgage-Finance Supply Chain. Quality Management Journal, 16(3), 12.