In this case study involving an anonymous hospital, nursing department leaders sought to improve efficiency of their staff’s shift change assignments. Upon value stream mapping the process, team members identified the shift nursing report took 43 minutes on average to complete. Using DMAIC and other quality tools, team members improved the process’ sigma level from 0.7 to 3.3. Read the online case study presentation or download Using DMAIC to Improve Nursing Shift-Change Assignments (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.
Jump-start your career, and see how your salary compares to others in the field.
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.
For many, a modified version of Six Sigma’s define, measure, analyze, improve and control (DMAIC) method can improve a companies’ translation processes. In this QP article (open access), read how applying Six Sigma can achieve accurate, effective translation.
Organizations are being called to evolve to "Organizations of Meaning", where purpose informs all facets. Transformational Leadership: Creating Organizations of Meaning was written specifically to guide leaders, managers,and change agents through an organizational transformation delivering breakthrough results.
A relational approach to auditing may be needed in ISO 9001:2015 audits. In this Standards Connection, experts Robert Freeman and Jennifer Drown explain auditors must be open to audit a process in relation to the inputs, outputs and other factors.
"There are some remedies worse than the disease." - Publilius Syrus
- YMCA Upgrades Day Camps Using Six Sigma (case study)
- CQE (search term)
This 1992 article from the Journal for Quality and Participation explores the beliefs and values of socio-technical systems (STS) and self-managing teams.