A quality improvement project at Medcare Hospital in Dubai centered on unreported medication errors. A cross-functional team used the FOCUS-PDCA model to determine root causes and identify potential improvements. Upon implementing a variety of low-cost solutions, staff members felt more comfortable in reporting errors, thus providing valuable information for building safer systems. Read the online case study presentation or download Lack of Reported Medication Errors Spurs Hospital to Improve Data Focus, Patient Safety (PDF).
John Goodman, author of Customer Experience 3.0, defines customer experience (CE) and how it differs from customer relationship management (CRM) and customer service. He also shares four strategies for enhancing the bottom line with CE.
ASQ webcasts feature authors, editors, speakers, and other subject matter experts delivering recorded presentations to share their knowledge, experiences, and lessons learned. Browse the collection.
The quality professional's role in helping organizations achieve sustainability.
In 2013, ASQ unveiled groundbreaking research that creates a baseline of fundamental quality and continuous improvement practices around the world. Read more about the project and download the research reports.
Merely meeting customer needs is no longer enough for today’s organizations. The Customer-Driven Organization book explains how to establish a value proposition for your organization and how and when to provide "delightful" service.
In oceanography, there is interest in determining storm season changes including the number and location of them. This Technometrics article (open access) proposes a framework to quantify the uncertainty of autocovariance changepoints in time series motivated by this oceanographic application.
In this Quality for Life video, ASQ member Manu Vora discusses how technology like Google Hangouts and webinars can be used to transfer quality knowledge throughout the world.
In this Continuity, the ASQ Electronics and Communications Division newsletter, Chair Marion Bize breaks down the happenings from ASQ's World Conference on Quality and Improvement, recipients of the 2015 division scholarship are announced, and much more.
Evidence shows that total quality management (TQM) improves organizational performance, but researchers disagree on why and how such improvements occur and on who really benefits. This Quality Management Journal paper (open access) tests hypotheses relating to TQM adoption and the path from wealth creation to wealth appropriation. Subscribe to QMJ.
This book provides the information required to make better business case decisions. Making the Case for Change can be used throughout the life cycle of the project to gain a better understanding of developing a business case.
"Compliance is an intended consequence of quality." - Paula Burdick Parsons, Certified Manager of Quality/Organizational Excellence (CMQ/OE)
- ISO/FDIS 9001:2015 (e-standard)
- Pewaukee School District (case study)
- Six Sigma (search term)
Originally published in 1950, this military standard covers "the inspection of gages, special tools, and measuring devices." It was canceled in 1996 but is still available through Quick Search, a public website focusing on documents published as part of the Defense Standardization Program (DSP).