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Quality Progress

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August 2003

PROCESS IMPROVEMENT


  • Best Practices In Process Management (PDF, 235 KB)
    The internet is revolutionizing process improvement projects by facilitating benchmarking, speeding up data collection and putting people in contact with colleagues.
    Tom Dolan, president and CEO, the Benchmarking Exchange, Aptos, CA

CUSTOMER SERVICE


  • A Model For Customer Service (PDF, 194 KB)
    There's no automated answering system maze when contacting ASQ, where its call center aims for continuous improvement.
    Susan E. Daniels, associate editor
  • What I Learned On My Business Trip (PDF, 217 KB)
    Two experiences draw attention to lessons all service providers should heed to stay competitive.
    William C. Parr, professor of statistics, University of Tennessee, Knoxville

AWARDS


SAFETY


  • Gain a Competitive Edge By Preventing Recalls (PDF, 256 KB)
    Companies using best practices during design and development have lower recall rates, better quality and a competitive advantage.
    Tavor White, director, Pittiglio Rabin Todd & McGrath
    Renata Pomponi, manager, consumer products group, Pittiglio Rabin Todd & McGrath

QUALITY MANAGEMENT


  • Quality's Six Life Cycle Stages (PDF, 174 KB)
    Understanding quality's stages allows you to chart complex dynamics and counter common implementation shortcomings.
    Denis Leonard, quality manager, Don Simon Homes, Madison, WI
    Rodney McAdam, senior lecturer and director, MBA programs, University of Ulster, Northern Ireland

SOFTWARE QUALITY


  • Widespread Effects Of Defects (PDF, 138 KB)
    Customers of software, including organizations that use software in their products, need to demand attention to quality by developers.
    Trudy Howles, assistant professor of computer science, Institute of Technology, Rochester, NY, and former software development engineer

HEALTHCARE


  • FMEA--the Cure For Medical Errors (PDF, 116 KB)
    Failure mode and effects analysis can be used when designing healthcare facilities to reduce errors and promote patient safety.
    John G. Reiling, president and CEO, St. Joseph's Community Hospital, West Bend, WI
    Barbara L. Knutzen, registered nurse and COO for certifications and licensures, St. Joseph's Community Hospital
    Mike Stoecklein, senior operations consultant, Catholic Health Initiatives, Minneapolis, and ASQ's former market development manager for healthcare

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