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Hank kolb, director of quality assurance case study 1 prepared by steven weidner gregory w judge mc 550 operational management city university renton, wa. View hank kolb case analysisdocx from engineerin eee435 at mount kenya university hank kolb case analysis executive summary in order for a newly hired director to identify the quality issues within. This section provides information on the cases and readings for each session of the course subscribe to the ocw newsletter: help capacity analysis & queuing: readings katz, karen l quality management + hank kolb case: case leonard, frank s hank kolb, director.