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.
Learn how the world's best teams work to improve quality.
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.
The ISO 9001 revision is scheduled for release in September. In this Quality Progress article (open access), find out how business sectors will handle revisions to their own guidance documents in the coming years.
In this video, Thea Dunmire, who is participating in the revisions taking place to ISO 9001 and ISO 14001, explains how there must be alignment among ISO management system standards.
Performance management, the primary focus of a Lean organization, occurs through continuous improvement programs. The Lean Management Systems Handbook details the critical components required for sustainable Lean management.
ASQ member Jim Conkle and his wife raise alpacas because you can get the final product, fleece, without harming the animal. In this video, Conkle describes how he uses quality in the operation of his farm.
In Part 2 of this webcast series, Dr. Jack ReVelle explains consumer segmentation and what steps to take when applying Blitz QFD, a streamlined approach to quality function deployment. Click here to view Part 1.
This edition of Statistics Digest, a member-benefit publication of the ASQ Statistics Division, includes a mini-paper on "Predictive Analysis of System Capability," a feature on how "Paper Helicopters Demonstrate Advantages of Split-Plot Experimental Design," and more.
"Self-generated quality control is more effective than inspector-generated quality control." - Thomas J. Peters
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).