When St. David’s HealthCare first adopted the Baldrige criteria, leaders viewed it as an improvement framework to shape a culture of quality and performance excellence. Once immersed in the framework, leaders used it as a tool to help align and improve the work of the organization and key performance measures. The organization’s emergency departments served as a prime example of improving key metrics, as wait times were significantly shortened to meet competitive challenges. In 2014, St. David’s HealthCare earned the nation’s top honor for performance excellence, the Malcolm Baldrige National Quality Award. Read the online case study presentation or download Aligning, Improving Key Measures Net Texas Healthcare Organization Baldrige Honor (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.
Celebrate World Quality Month by watching examples of quality appearing pop culture.
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.
ISO: Risk Based Thinking is the first book to address risk management in the new ISO families of standards. Learn what risk based thinking really means and understand how to adopt risk based thinking.
In this webcast, Adil Dalal, author and leadership expert, presents a framework and process for taking leadership skills to a higher level, which he calls "Sensei Leadership."
A November 17 press release from the U.S. Secretary of Commerce announced that four organizations from four different sectors are recipients of the 2015 Malcolm Baldrige National Quality Award:
This book helps professionals implement a practical internal audit process that meets the requirements of ISO 9001:2015 while adding significant, measurable value to the organization.
This Quality Engineering case study (open access) presents data from a human-in-the-loop experiment with a simulated flight environment conducted by NASA to investigate airborne spacing procedures. Subscribe to QE.
"There can be no freedom without the freedom to fail." - Eric Hofer
- ASQ/ANSI/ISO 9001:2015 - QMS - Requirements (standard)
- World Quality Month Celebration Guide (download)
- Six Sigma (search term)
In the December 1992 Quality Progress, Pete Babich presents an analytical approach to customer retention.