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Forensic Techniques Reveal Conclusive Evidence in Pipeline Construction Dispute

Forensics Case Study Image 2See how data collection through forensic intelligence and forensic interviews helped resolve a dispute about the extent of a contractor's implementation of a project's quality management system.
Read the case study.

Key Contact Center Benchmarks

See benchmarking data collected from contact centers for metrics including agent schedule adherence, response time for inbound requests coming from email, number of FTEs for the process of managing sales orders per $1 billion revenue, and more.
Download the table of benchmarks (PDF, members only) and also see benchmarks by industry.

Latest Manufacturing Process Improvement Techniques: Silfex

Silfex Case Study SemiconductorSee how Silfex, a manufacturer of silicon components and assemblies used in the solar, optics, and semiconductor equipment industries, has streamlined its manufacturing processes while being mindful of industry constraints.
Read the case study.

Who Kidnapped Excellence?

P1551-MThis book begins with a crime being committed: Excellence (personified) has been kidnapped, and Leadership assembles Excellence’s team (Passion, Flexibility, Communication, Competency, and Ownership) and challenges them to work together to get their Excellence back.

How Delightful Is Your Audit Program?

Presentation icon In a conference presentation (members only) newly available from the ASQ Audit Division, Lance Coleman details four phases of audit program evolution: compliance seeking, compliance maintenance, risk managing and continuously improving, and achieving delightful results.

Audits: Improving Performance, Managing Risk, Driving Customer Satisfaction and Revenue

The Audit Division also seeks proposals for its 2015 conference to be held in Reno, Nevada. Learn about conference focus areas and see full submission guidelines (PDF).

Enterprise Risk Management: Seven Imperatives for Process Excellence

Enterprise Risk Management Benchmarking Report CoverThis members-only best practices report describes effective enterprise risk management program leadership and focuses on transforming an organization’s approach from a compliance-driven mind-set to one that supports strategy execution. Case studies from Rockwell Collins Inc., LEGO Group, Exxaro Resources Ltd., and Paychex Inc. are included.

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Methodology for Developing a Quality Plan Within a Manufacturing Company

This popular article from Quality Engineering presents the complete approach and strategy for defining, developing, and implementing a quality plan for a manufacturing company.

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