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.
In this month's Quality Progress cover story (open access), an energy company takes a page from a German automotive standard and builds its own audit program to assess and manage suppliers.
In this Reliability Division Newsletter, Chair Trevor Craney provides the latest division news, important registration dates are shared for the upcoming Annual Reliability and Maintainability Symposium, and more.
Genrich Altshuller's The Innovation Algorithm, focused on the Theory of Inventive Problem Solving (TRIZ), details ARIZ, TRIZ's problem solving algorithm that can produce innovation and creativity of the highest order.
"If there is one consistent lesson from those who have led this effort [toward continuous improvement], it is that there is no universal strategy for success." - V. Daniel Hunt
- Fishbone Diagram (quality tool)
- ISO 9001:2015 (standard)
- Super Supplier (article)
- CQA (search term)
In the December 1992 Quality Progress, Pete Babich presents an analytical approach to customer retention.