The Face of Quality
Name: Martin D. Merry, M.D.
Education: Doctorate in medicine, McGill University, Montreal, after earning an undergraduate degree in industrial and labor relations from Cornell University based on a campus-factory shop floor collaboration between Cornell and Corning Inc.
Current job: Physician, consultant and learning facilitator on healthcare quality, medical staff leadership and organizational transition; has worked with more than 1,000 healthcare organizations in the United States and internationally; also part-time positions as associate clinical professor of health management and policy at the University of New Hampshire and senior advisor for medical affairs for the New Hampshire Hospital Association.
Recent ASQ activities: Presentations to sections and 2003 Annual Quality Congress; participation in sessions on the need for quality in healthcare sponsored by ASQ and other organizations such as the Medical College of Wisconsin, the Milwaukee Rotary Club and the Employers Coalition on Healthcare in Rockford, IL; wrote feature article on healthcare quality that will appear in the September issue of Quality Progress.
Recent honor and publication: Rodney T. West Literary Achievement Award for 1996's most significant literary contribution to the advancement of the medical management profession.
Personal: Two sons and two grandchildren.
Favorite ways to relax: Collects and tinkers with antique clocks; hangs out at his retreat on a small New Hampshire lake; travels to new places and old favorites.
Quality quote: There is no group of people more dedicated to the quality of their work, nor presently more underserved by a lack of quality infrastructure, than healthcare's physicians, nurses, technicians, administrators, managers and trustees. The incorporation of what I call "quality science"Shewhart, Deming, Juran, human factors, Six Sigma and so forthis the most urgent agenda for 21st century healthcare in America.
ISO Updates Guidelines for Publicity
Updated guidelines providing organizations with good practices for publicizing their registration/certification to the ISO 9001 and ISO 14001 standards are now available on the International Organization for Standardization, known as ISO, website at www.iso.ch/iso/en/ISOOnline.frontpage.
Publicizing Your ISO 9001 or ISO 14001 Certification is intended to help organizations apply good practice when publicizing, communicating and promoting their certification to stakeholders including staff, customers, business partners and the general public.
The new edition takes particular account of ISO 9001:2000, the single standard that has replaced the 1994 versions of ISO 9001, ISO 9002 and ISO 9003.
Among the updated guidelines, ISO emphasizes that ISO 9001 and ISO 14001 give generic requirements for management systems, not requirements for specific products or services. In particular, ISO 9001 and ISO 14001 certification marks of conformity are not to be displayed on products or product packaging or in any way that may be interpreted as denoting product conformity.
ISO itself does not audit organizations and does not issue certificates.
Measurement Management Standard Now Available
A new standard in the ISO 9000 family provides organizations with a measurement management system to help them achieve product quality and manage risk by ensuring both measuring equipment and measurement processes are in control and effective.
ISO 10012:2003, which can be used by organizations to meet the requirements for measurement and measurement process control in ISO 9001:2000 and ISO 14001:1996, is now available from the International Organization for Standardization, known as ISO.
The standard can be used when customers and their suppliers need to specify product characteristics, as a technical reference underpinning legislation and regulations, and as a tool in assessment and auditing of management systems. However, its use in third-party certification is not a requirement but a matter for agreement between the interested parties.
"ISO 10012 is intended to support meeting ISO 9001:2000 requirements for ensuring a product conforms to specifications by measuring the product's physical characteristics, such as the length, width, thickness or other properties," said Dan Harper, convener of the ISO working group that developed the new standard.
ISO 10012:2003 replaces ISO 10012-1:1992 and ISO 10012-2:1997 by merging the scopes of application of these earlier equipment and processes standards into a comprehensive measurement management system.
Weigh In on ASQ's New Member Model
The ASQ Board of Directors has authorized development of a new individualized membership model. The model is to be flexible, fluid and defined by each member.
An online member model café at www.asq.org is designed to collect member feedback on the model. Members can rank ASQ benefits of value to them and suggest alternative benefits and future membership categories. Supporting information such as principles and concepts, proposed membership categories and frequently asked questions are also available.
Once the input is collected, a team of members and staff will assemble the ideas into a new membership model that will be presented to the board for approval in November.
Questions or comments may be directed to the member model design team at firstname.lastname@example.org.
Big Jump in Baldrige Award Applications
Malcolm Baldrige National Quality Award applications for 2003 number 68, up from 49 in 2002. The applicants include 10 large manufacturers, eight service companies, 12 small businesses, 19 education organizations and 19 healthcare organizations--an increase in all categories compared with 2002.
Over the next several months, teams of examiners will evaluate these 68 organizations to determine which will receive the award. Each applicant receives more than 400 hours of review by an independent board of business, education and healthcare experts and a detailed report citing strengths and opportunities for improvement.
Organizations passing an initial screening this summer will be visited by a team of examiners in the fall to verify information and clarify issues and questions. Winners of the 2003 award are expected to be announced in November and receive the award from President Bush and Commerce Secretary Donald Evans in a ceremony early next year.
For more information on the Baldrige National Quality Award, go to www.baldrige.nist.gov.
Survey Uncovers Growing Interest in Lean
A survey conducted at the Eastec Advanced Productivity Exposition in West Springfield, MA, in May by Stiles Associates, a New London, NH, executive search firm, reveals growing interest in lean and identifies both benefits and barriers to adoption.
The survey results say 83% of respondents are familiar with lean, and more than half are in some stage of developing a lean culture (15% are fully integrated and 41% have begun the process).
Top reasons cited for implementing lean are cost savings (28%), productivity improvements (23%) and competitive pressures (12%). Greatest benefits listed were customer responsiveness (16%), increased speed to market (10%) and reduced product development cycles (9%).
Respondents indicated resistance to change (27%) as the greatest obstacle to developing a lean practice, followed by ineffective leadership/lack of lean leaders (21%).
Koalaty Kid Program Expands to K-16
ASQ's overall education initiative has a new name--the Alliance for Quality Learning. The name reflects the program's expansion to K-16 education.
While this name will encompass the entirety of ASQ's K-16 offerings, it is not taking the place of Koalaty Kid. Koalaty Kid, a K-12 training and membership initiative with a student focus that has existed since 1991, will continue as a part of the alliance.
"Creating an umbrella for all K-16 education will allow ASQ to offer a wider range of services and products to educators and organizations impacting school reform," says Suzanne Keely, ASQ market development manager-education.
The new name was the brainchild of ASQ accountant Diane Barth and was chosen by educators and ASQ members out of eight possible names.
By the Numbers
4 Continents represented at the Quality Institute on Six Sigma June 9-11 in Dearborn, MI.
7 Countries represented at the institute.
14 States represented at the institute.
58 Took ASQ's Six Sigma Black Belt exam during the institute.
148 Took one of ASQ's 11 certification exams during the Annual Quality Congress in May in Kansas City.
Business Excellence and Customer Satisfaction Paper Winners Named
Co-winners in the Quality Progress Customer Satisfaction Challenge have been announced. They are:
- Robert Ricci, global customer loyalty process owner, Air Products and Chemicals Inc., Allentown, PA, who wrote "From Product Centric to Customer Centric: Air Products Collects, Disseminates and Acts on the Voice of the Customer," a case study in the aligning customer satisfaction with organizational strategy and goals category.
- Scott Will, Ted Rivera and Adam Tate, IBM/Tivoli Systems Software, Research Triangle Park, NC, who wrote "Customer Internships: Improving Customer Satisfaction and Product Quality" in the furthering customer loyalty through the use of technology category.
The winners have been invited to present their entries at the upcoming Business Excellence and Customer Satisfaction Conference (BECS) Nov. 17-18 in Atlanta. Their articles will also be published in the November issue of QP.
BECS conference keynoters will be David Weinberger, director of consumer insights, Home Depot, and Dale Hughes, vice president U.S. sales, UPS.
For additional information or to register, go to www.asq.org.
Harrison Wadsworth Elected ASA Fellow
Harrison M. Wadsworth, already a Fellow of ASQ, was recently named a fellow of the American Statistical Association (ASA).
Wadsworth is a professor emeritus at Georgia Institute of Technology and holds a doctorate from Case Western Reserve University. For more than 25 years he has served on the International Organization for Standardization's Technical Advisory Group to Technical Committee 69 dealing with applications of statistical methods. His roles have included both subcommittee chair and active expert.
Plans Under Way for Third China-America Quality Conference
The third China-America Conference on Quality Tools and Technologies will take place in Shanghai Sept. 6-9, 2004. This marks the first time the ASQ Customer-Supplier Division will sponsor an international conference. The China Association for Quality (CAQ) is also hosting the event.
One feature will be discussions among equal numbers of Chinese and U.S. delegates on ways to improve trade relations through quality. Also included will be opportunities to learn about existing and future business relationships, exchange ideas with professional colleagues, learn about China's government-industry structure, introduce company products and services, and learn about CAQ.
"Having been to China three times, I am beginning to understand the culture and the work structures. Managing for quality is different in our two countries. Trade with China offers significant opportunity as well as challenge," says Dennis Arter of Columbia Audit Resources, one of the ASQ organizers.
A call for volunteers has been issued, and there will be a call for papers this fall. Registration will begin in late 2003. For additional information and up-dates, visit www.asqcsd.org/china.
Biomedical Division Grant Funds Hospital Study A $5,000 grant from the Biomedical Division resulted in a project to study and redesign a neonatal transport system to better isolate premature infants from environmental forces and vibrations. The design project was started by the manufacturing and mechanical engineering department at Miami University in Oxford, OH, with Cincinnati Children's Hospital as its main client.
Student Branch Plans Third Quality Day Following the success of its 2003 quality day, the ASQ branch of section 1425 at the Universidad de Monterrey in Mexico is already planning its 2004 event for Jan. 30. The student chapter was founded in 2001 and now has 300 members. Its first quality day was Jan. 30, 2002. Liz Keim, ASQ's president at the time, was among the more than 500 who attended the second quality day this year. The event focused on Six Sigma. For information on the 2004 event, e-mail email@example.com.
Quality Institute on Six Sigma Attendees at ASQ's Quality Institute on Six Sigma June 9-11 in Dearborn, MI, took part in presentations by Mary Beth Soloy, a Ford Motor Co. Master Black Belt; Bill Hathaway, president and founder of MoreSteam.com, a web based process improvement organization that supports Six Sigma and lean manufacturing initiatives; and Gershon Blumstein, Master Black Belt from EDS. There were also many interactive and hands-on training sessions.
NY-PA Joint Section Conference Planned Sections 201 (Buffalo, NY), 208 (Jamestown, NY) and 809 (Erie, PA) will hold their first joint quality conference at the Blasdell, NY, McKinley Park Inn on Sept. 25. Speakers will include Mark Crossley, author of The Desk Reference of Statistical Quality Methods; Fletcher Birmingham, ASQ Section Eight regional director; and Daniel Sniezek, ASQ's Section Two regional director. There will be four tracks plus a full-day workshop on process auditing. For more information, call Rachel Nordine at 716-661-2651 or Rose Ann Peters at 716-827-1467 or visit http://asqbflo.buffnet.net or http://groups.asq.org/208.
Disney to Anchorage Alaska Section 608 and the University of Alaska Corporate Programs recently brought two representatives of the Walt Disney Co. from Buena Vista, FL, to Anchorage, AK, to present a seminar on the Disney Keys to Excellence training program for business professionals. Proceeds from the seminar were split evenly between the university and the section. The university, in turn, donated its portion to the section, which then gave all proceeds to a quality program scholarship at the university. Starting in September the section will be putting on a four-session course on building a performance scorecard. For additional information, visit www.asq-ak.org or e-mail firstname.lastname@example.org or reinchuckR@alyeska-pipeline.com.
Each One Reach One Winners Named April and May produced four winners in ASQ's Each One Reach One member get a member program. Those who refer the most new members and winners of a random drawing receive a Quality Press gift certificate. Jose Cayuela of Pharmacia Corp., Bayamon, Puerto Pico, referred 13 who became ASQ members in April. Since 1984, Cayuela has referred more than 100 new members. Jose Rodriguez-Perez of Abbott Diagnostic Division in Barceloneta, Puerto Rico, recruited 17 members to win the May award. Winners in the April and May random drawings of all sponsors were Kevin Rackham of Consolidated Biscuit Co., McComb, OH, and Mei Lee Gallagher of American Biosciences, Chandler, AZ. For more information on the program, call 800-248-1946 (United States and Canada only) or visit www.asq.org.
THE QUALITY AUDIT DIVISION'S certified quality auditor exam refresher is slated for Oct. 16-17 at the Sheraton Atlanta Hotel. Deadline to register is Sept. 26. To register or obtain additional information, call 800-248-1946 (United States and Canada only) or 414-272-8575.
QUALITY PRESS HAS PUBLISHED ITS FIRST E-BOOK, ISO 9001:2000 Interpretive Guide for the Design and Construction Project Team. Other e-books were originally published in paper versions.
THE NATIONAL QUALITY INSTITUTE IN CANADA has scheduled its excellence summit and celebration of 2003 recipients of Canada Awards for Excellence for Oct. 29. To register, go to www.nqi.ca/newsevents/event_details.aspx?ID=21.
THE ENERGY AND ENVIRONMENTAL ANNUAL CONFERENCE sponsored by ASQ and its Energy and Environmental and Design and Construction divisions is slated for Sept. 15 in Las Vegas.
ONLINE CERTIFICATION APPLICATIONS are now available. Benefits of using the online application are that you can track whether you are approved or on hold to take the exam and, afterward, find out whether you passed or failed. For more information or to apply, visit www.asq.org.
THE ASQ E-LEARNING CENTER'S two newest web courses are ISO 17025 Compliance, dealing with basic concepts of uncertainty management, and Charting Process Behavior, covering basic concepts using statistical process control charts. For more information, go to www.asq.org.
TWO NEW STUDENT BRANCHES were recently approved by ASQ's board. The Northwest Missouri State University branch is sponsored by Kansas City Section 1301 and the Oklahoma State University Branch by Tulsa Section 1409. There are now 45 ASQ student branches.
THE 47TH FALL TECHNICAL CONFERENCE of the Chemical and Process and Statistics divisions of ASQ will be held Oct. 16-17 in El Paso, TX.