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.
Identifying the link between cost of quality and pricing, and more.
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.
Root cause analysis can be used to find the crux of any problem in virtually any setting. This episode takes a look at some nuances of root cause analysis and how to apply it successfully.
James Lawther, ASQ Influential Voice, begins with Peter Drucker's "culture eats strategy for breakfast," statement to emphasize the importance of culture in the organization in this A View from the Q.
This book will help you deal with opportunity and risk, beginning with a road map and a five-step plan for how to proceed, pitfalls to avoid, and tips that will keep you moving toward your goals.
Marshall Goldsmith, executive coach and contributor to Journal for Quality and Participation, in this webcast introduces his book, Triggers: Creating Behaviors That Last - Becoming The Person You Want To Be.
In this Journal for Quality and Participation article (open access), ASQ continues its tradition of looking ahead to identify impacts that may affect the future of the profession, organizations, and Society but introduces a new process that was used to gather and summarize the data. Subscribe to JQP.
What does ISO 9001:2015’s new term, “risk-based thinking,” actually mean? In this article, learn how to accurately categorize risks and apply risk-based thinking through a process approach.
"He who runs his company on visible figures alone will soon have neither company nor visible figures to work with." - W. Edwards Deming
- The Quality Toolbox, Second Edition (book)
- Root Cause Analysis for Beginners-Part 2 (webcast)
- St. Luke's Medical Center (case study)
- ISO 9001 (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).