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Editor's Picks

Anticipated Revisions to ISO 14001

Thea DunmireAt the ASQ Technical Communities Conference held October 30-31, 2014, Thea Dunmire of the U.S. Technical Advisory Group to the committee that is working on the next revision of ISO 14001 presented an update, discussing the impacts of the new revision's requirements and offering suggestions for actions organizations can take now.

Download her presentation slides (PDF) from the online library of the Energy and Environmental Division.

Measuring and Quantifying the Customer Experience

KC webcast iconJohn 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.

View the webcast.

Feigenbaum's Contributions to Quality

Feigenbaum 2009Armand V. Feigenbaum—the man who coined the term "total quality control," now known as total quality management (TQM)—died on Wednesday, Nov. 12.

Accelerating Health Care Transformation with Lean and Innovation

P1553-MLearn how Virginia Mason Medical Center (VMMC), one of the first healthcare organizations to implement lean, has systematically integrated innovative structures, methods, and cultural practices into its implementation.

Transformational Change:
Making It Last

Transformational Change Cover APQCThis members-only report explains the best practices used by leading organizations with effective transformational change efforts. It also includes in-depth case studies of best-practice organizations Baker Hughes, Booz Allen Hamilton, Optum Technology, and Underwriters Laboratories Inc.

Quality Account

SSFM v14 i1 coverIn the November issue of Six Sigma Forum Magazine, Tewogbade Shakir Adeyemi discusses developing Six Sigma metrics for scorecards in the bank account-opening process.
Download the open-access article (PDF).

Innovation Benchmarks

See innovation benchmarks for organizations across a variety of industries for metrics including total research and development cost, number of new businesses launched in the past three reporting periods, average time to market for new products/services, and more.

Download the table of benchmarks (PDF, members only), and see benchmarks by industry.

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"Nobody yields to force unless he is forced to." - Bertolt Brecht

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Quality Classic

In Quality the Key Word is Total

In an article published in the March 1988 issue of Journal for Quality and Participation (PDF, open access), A. V. Feigenbaum comments on the importance of quality leadership and explains the difference between total quality control (TQC) and statistical quality control (SQC). 

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