Tacoma-Deming Project Starts With Family Violence Initiative

An initiative to improve community life got underway in Tacoma, WA, with the first learning session in the Community Collaborative on Family Violence. The session was sponsored by Tacoma-Pierce County and the W. Edwards Deming Institute.

Volunteers and experts in the field of family violence discussed change concepts and small-scale tests as a means of making rapid cycle improvements in reducing family violence. The goal is to accomplish this while improving victim safety and increasing perpetrator accountability. Each team will monitor a specific client population throughout the project.

Areas addressed included early detection and safety support; sexual abuse; and cultural, legal and domestic violence issues.

The collaborative uses an improvement model that employs concepts developed for the Institute for Healthcare Improvement's Breakthrough Series. ASQ's Accelerating Change Series also uses these concepts. For additional information about the model, see QP, Feb. 1998, 23-47, and QP, March 1999, pp. 49-56.

Worldwide Knowledge Management Market Expected To Grow

piles of files The worldwide market for knowledge management products and technologies will expand in the next few years, according to a new study released by the Radicati Group, a market research firm. The study looks at three market segments:

 * Customer relationship management products are expected to reach $10.7 billion by 2003. These include added artificial intelligence and advanced information modeling techniques to automate sales management and customer service.

* Workflow tracking products, which include intelligent forms routing and automated agents, will reach $269 million by the end of 1999 and $887 million by 2003.

* Products that search and manage large amounts of information from Web sites, databases, e-mails and other sources are expected to reach $2.3 billion by 2003.

Platform product growth is also expected.

ISO 9000 Revisions Move to DIS Stage

ISO 9000:2000, ISO 9001:2000 and ISO 9004:2000 were advanced to draft international standard (DIS) at the September meetings of the International Organization for Standardization (ISO) Technical Committee (TC) 176. Approval of the committee drafts (CDs) followed extensive discussion.

Prior to the meetings, a list had been prepared summarizing the critical comments of participating member countries and other interested parties. "These preliminary efforts paid off and paved the way for approval," said Jack West, chairman of the U.S. TAG (Technical Advisory Group) TC 176. "Essentially all of the U.S.'s critical comments were resolved during the week."

Following are other actions taken during the meeting:

* ISO 19011, the Joint Working Group on Auditing Document, was advanced to CD. In October, CD 1 began four months of circulation for comments. A vote on CD 2 is planned for April 2000, with a DIS in November and final publication in September 2001.

* ISO 10012, which deals with quality assurance for measuring equipment, was also moved to CD status. The publication of the standard is targeted for the end of the year 2001.

* The Project Management Group (PMG) developed a draft converting previously balloted and approved quality management principles into a brochure. The objective of the group was to create a simple document that would be useful to executive managers in transitioning their organizations from ISO 9000:1994 to ISO 9000:2000 compliance. The TC 176 plenary approved a resolution to submit the draft brochure for member country comments.

A small ad hoc task force of TC 176 delegation leaders was established to review the draft sector policy, a report on the automotive industry sector policy and the management system standards (MSS) draft. The task force prepared a report on each of these three assignments, and the reports were approved by the TC 176 plenary. Some of the recommendations were that:

* The sector policy and the MSS document's requirements for justification of a new management systems standard or sector document should be aligned. The recommendation included the concept that the justification be a mandatory requirement. This is intended to ensure that any new MSS project is fully justified prior to the start of work within ISO. Recommendations were also made to improve both documents in this area.

* The MSS draft should be significantly simplified.

Study Shows Cost of Employee Turnover, Retention Success Indicators

Corporate America is experiencing a new brain drain, and it's costing billions, according to a national study conducted by the Princeton, NJ, based international consulting firm of Kepner-Tregoe. The study is an analysis of the costs, causes and cures of employee turnover.

One aspect of the study focuses on how to calculate the costs of losing an individual employee (including the cost of terminating the old employee and of hiring and orienting the new one). Examples include nearly $134,000 to replace a human resources manager in the auto industry, nearly $103,000 for a machinist at a machine works company and more than $32,000 for an information systems technical project leader.

A second aspect of the study is an analysis of practices of 11 retention leaders--companies known for low turnover rates and high employee loyalty. From interviews with these leaders, Kepner-Tregoe distilled seven key ways to attain retention success:

* Managing the entire context in which people perform.

* Having a culture of caring, balanced with a tradition of excellence.

* Having a stairstepping process for conflict resolution.

* Through measurement, looking for early warning signs of turnover and related people problems, then searching for individual causes and designing specific actions to deal with each.

* Focusing efforts on high performers, tying rewards to performance.

* Viewing people management as a strategic business issue.

* Being relentless in the pursuit of continuous improvement.

The eleven companies are AlliedSignal, Corning Inc., Hallmark Cards Inc., Hewlett-Packard, Johnson & Johnson, Marriott International Inc., Motorola Inc., Steelcase Inc., TRW Inc., Xerox Corp and a worldwide retailer that requested anonymity.

For information on purchasing copies of the full report, visit

ISO Survey Reveals Continued Growth

The most recent edition of The ISO Survey for the first time includes data on ISO 9000 and ISO 14000 certification by industrial sectors.

The highest number of ISO 9000 certifications worldwide up to the end of 1998 went to (in order) electrical and optical equipment, basic metal and fabricated metal products, machinery and equipment, construction and the wholesale and retail trade.

For ISO 14000, electrical and optical equipment also topped the list, followed by chemicals, chemical products and fibers, machinery and equipment, other transport equipment, construction and electricity supply.

Other data revealed in the survey include:

* The number of countries in which ISO 9000 certificates were issued rose in 1998 from 128 to 143.

* The number of certificates issued rose from 223,403 at the end of 1997 to 271,966 at the end of 1998.

* The highest growth took place in the United States (6,406 new certificates) and Italy (5,961).

* On a regional basis, Europe continues to lead in the number of ISO 9000 certificates with more than 166,000; however its percentage dropped from 83% when the survey was started in 1993 to 61% at the end of 1998.

* The number of ISO 14000 certificates increased from 4,433 in 55 countries at the end of 1997 to 7,887 in 72 countries at the end of 1998.

* Europe and the Far East accounted for the majority (6,786) of the ISO 14000 certificates.

For more information, visit www.iso.ch/presse/8thcycle.htm.

short runs

The Chelsea Football Club, one of the United Kingdom's top soccer organizations, achieved ISO 9002 certification of the quality system operated by its merchandising business. Chelsea Village Merchandising is responsible for more than 3,000 product lines for the club's fans.


Gerber Products Co., the baby food company, with SAS Institute, a large, privately held software company, received the 1999 Enterprise Integration Award from Software Strategies magazine. The award was presented for process manufacturing integration, with Gerber cited for its ability to solve critical business issues through data warehousing, quality improvement and system integration.


The National Engineers Week Committee, designed to spread the message of engineering's importance to society, will be announcing the selection of its Great Engineering Achievements of the 20th Century as part of its February 20-26 celebration. The selection marks a collaboration between the National Academy of Engineering and more than 60 professional engineering societies. Visit www.eweek.org


The American Association for Laboratory Accreditation (A2LA) signed a bilateral mutual recognition agreement with the European cooperation for Accreditation, which is known by the acronym EA. The agreement is expected to facilitate the acceptance of test and calibration data with European countries who have signed the EA Multilateral Agreement. Visit www.a2la.org


The Registrar Accreditation Board (RAB) is now offering application packages for its ISO 9000 quality management systems auditor and internal auditor certification programs on its web site at www.rabnet.com. Applicants may continue to purchase a printed version of the application or download and print the handbooks and forms directly from the Web site. Maintenance programs for both programs and the advancement book are also available on the site.


Mirage Resorts, known for operating casinos in Las Vegas, is using total quality management (TQM) techniques to execute new projects on time and within budget. Mirage's chief information officer, Glenn Bonner, who has a background as an industrial engineer, says by using TQM his group executed more than 200 projects successfully. He says the TQM principles typically used in manufacturing map very well to information technology.


The National Institute of Standards and Technology's (NIST) Standard Reference Materials Program helps laboratories determine the accuracy of measurements of vitamins. Through its Micronutrients Measurement Quality Assurance program, NIST also conducts interlaboratory comparison exercises for more than 60 labs worldwide and provides summary reports to help labs assess their In-House/On-Site measurement methods for several fat-soluble vitamins and carotenoid compounds.


NIST also offers Standard Reference Material 2513, which is a new artifact for calibrating systems that use the direct far-field scanning method to measure the mode-field diameter of a single-mode optical fiber at wavelengths of 1.31 micrometers and 1.55 micrometers. To order, call 301-975-6776 or e-mail srminfo@nist.gov.

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