An international bottle manufacturing company produces glass containers for ketchup, beer and champagne for various business customers, including condiment manufacturers, breweries and wineries. The growing demand for plastic containers, and a history of higher production costs due to high scrap and return rates, drove the business to focus its improvement efforts on cost and customer performance. Achieving this goal proved difficult, however, due in part to the unique characteristics of the bottle manufacturing process and the way the company traditionally measured and motivated its workforce's performance.
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