Mystery shopping (MS) can be a very valuable exercise for studying and evaluating service delivery performance within the banking industry. Using Six Sigma tools and hypothetical data, this case study tests the approach and results to gauge poor service from excellent service delivery. The MS approach is highly applicable as a balanced scorecard parameter to measure delivery within service centers.
The ASQ case study collection contains more than 1,700 examples of quality solutions to real-world problems.
Browse the collection, and learn how you can submit your own success story for publication.
Timothy Lozier of EtQ Inc. discusses how to measure compliance, how risk can drive new ways of looking at compliance, and the relationship between risk management and risk assessment.
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.
Using quality tools for success in government agencies large and small.
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.
Ivan G. Guardiola's article for Quality Approaches in Higher Education details how the pop-culture topic of a zombie apocalypse provided a large, unstructured problem to help teach operations research tools and methods in an engaging way.
Find more articles from the September 2014 issue focusing on student engagement, systematic quality improvements, and improving student support.
Watch a Google Hangout featuring members of the committee revising the ISO 14001 standard, including Susan Briggs, chair of the U.S. Technical Advisory Group to the committee. Experts from countries including Colombia, Malaysia, Japan, and the UK discuss how the revision is progressing.
An article in the October issue of Quality Engineering presents an evolutionary operation procedure for large-scale mixture production processes using regular and nonregular simplexes.
This book reveals techniques for identifying and analyzing data that will lead to immediate results. The focus is on using Microsoft Excel to drive improvement—no need for training in a new methodology.
Sunil Kaushik explains how he has used origami, the Japanese art of paper folding, in lean workshops to provide students with a hands-on experience for understanding process thinking and process steps.
In the September 2014 Lean Enterprise News, a member-benefit publication of the Lean Enterprise Division, Kurt Stuke explores the idea of using the character of Don Quixote as a role model for reconstructing quality by prioritizing imagination, commitment, and purpose.
"You can't build a house without hammer and nails." - Katsuya Hosotani
Read an interview with Eugene L. Grant, who played an instrumental role in developing Stanford University’s statistical methods courses for West Coast war industries in the 1940s.