The Face of Quality

JanetFOQ0903Name: Janet Raddatz

Residence: Plymouth, WI.

Education: Master's degree in quality, values and leadership, Marian College, Fond du Lac, WI; bachelor's degree in biology and environmental health, University of Wisconsin at Green Bay.

Current job: Director of quality systems, Sargento Foods Inc., Plymouth, WI.

ASQ activities: Fellow; certified quality manager, engineer and auditor and Six Sigma Black Belt; past chair of Customer-Supplier Division.

Published works: Contributing author for the fifth edition of the ASQ Customer-Supplier Division's Supplier Management Handbook; instructor for customer relations courses.

Other professional activities: Worked with Northeastern Wisconsin Technical College to develop the nation's first degree program for food and environmental laboratory technicians; past president of the Wisconsin Laboratory Assn.; member of the National Cheese Institute regulatory committee; registered yoga teacher.

Honors and awards: Customer-Supplier Division's R.A. Maass Award; credited in Geographic Distributions of the Amphibians and Reptiles of Wisconsin with being the first to document the presence of two species of frogs in the county where she resides.

Personal: Married, three cats.

Favorite ways to relax: As volunteer naturalist, doing presentations to children about bats and reptiles; birdwatching; cultivating flowers, herbs and vegetables; ethnic cooking; photography; opera; and yoga.

Quality quote: For me, quality goes beyond the products and services we provide at Sargento Foods. It encompasses the quality of the life we live, both at work and at home. The quality of the relationships we have with our customers and suppliers, co-workers, family, friends and even our environment all impact our ability to do our best. We must be aware of our personal quality to be healthy, happy and effective individuals.


Japanese Again Top Auto Quality; GM Turns Corner

Japan's major automakers dominated the recent J.D. Power and Associates annual vehicle quality survey.

The scores, resulting from a poll of 55,000 owners of three-year-old vehicles, indicate number of problems per 100 vehicles. Among manufacturers, Porsche topped the quality list with a score of 193, followed by Toyota (196), Honda (215), Nissan (258) and BMW (262). The other two manufacturers besting the industry average of 273 were GM (264) and Subaru (266).

Among specific brands, Toyota's Lexus luxury unit topped the list at 163, followed by Nissan's Infiniti (174), GM's Buick (179), Porsche AG (193) and Honda's Acura (196).

GM's Buick, Cadillac, GMC and Chevrolet brands all performed above average. In vehicle segment rankings, 12 GM models had top three results, second only to Toyota, which had 13.

Joe Ivers, J.D. Powers' executive director of quality and customer satisfaction research, says the results indicate GM has turned a corner toward closing the quality gap with foreign manufacturers.

Panel Formed To Advise ASQ Leadership
A new advisory panel, the Issue Action Working Group, has been formed to advise ASQ's Office of the President on current and potential issues affecting the quality profession.

The group's tasks include filtering and analyzing information, assessing organizational exposure to threats and opportunities, prioritizing issues, deciding whether an issue merits an ASQ response and recommending courses of action.

Members of the group, who will serve terms of one to two years, are:

  • Maryann Brennan, Brennan Worldwide Inc., Winston-Salem, NC.
  • ASQ President-Elect Danny Duhan, Northrop Grumman, Owings Mills, MD.
  • Connie Faylor, Ben Franklin Technology Partners, Bethlehem, PA.
  • Stephen K. Hacker, the Performance Center, Bend, OR.
  • Andrew S. Hallissey, Excellence Ireland, Dublin.
  • Michael Hernke, Madison, WI.
  • ASQ Past President Tom Mosgaller, Marshall Erdman & Associates, Madison, WI.
  • Jennifer Powell, Aetna US Healthcare, Blue Bell, PA.
  • Steven Zeisler, Zeisler Associates, Hockessin, DE.

AQP Headquarters Relocates to Milwaukee
The Association for Quality and Participation (AQP) has relocated its headquarters, joining ASQ, its affiliate partner, in the ASQ Center.

As part of AQP's affiliation with ASQ in 2001, member services and other operational support services had already moved to Milwaukee. The majority of AQP's contact information will remain the same, with the exception of the fax number.

Contact information is:

  • Mailing address--PO Box 2055, Milwaukee, WI 53201-2055.
  • Phone--800-733-3310 and 414-765-7219.
  • Fax--414-272-2145.
  • E-mail--aqp@aqp.org.

Questions can be directed to Christopher Bauman, ASQ managing director, at cbauman@asq.org.

ASTM Launches Transparency System
ASTM International (formerly the American Society for Testing and Materials) has launched an internet based system to initiate, develop and track draft standards and revisions before and during their balloting stage.

ASTM says the new work item registration system, accessible from www.astm.org, adds increased openness and transparency to its consensus standards development process. "Now any interested individual from anywhere in the world who wants to know whether ASTM is developing or revising a specific standard can access the information using the work item registration system," asserts James A. Thomas, president.

AIAG Guide Aids TS 16949 Registration
The Automotive Industry Action Group (AIAG) is offering a guide to aid in ISO/TS 16949:2002 registration.

The CQI-7 ISO/TS 16949:2002 Implementation Guide was developed by a work group whose members represent original equipment manufacturers and tier one supplier companies.

The guide does the following:

  • Provides consistent suggestions for effective linkage of supplier processes to customer and TS 16949 requirements.
  • Defines the differences between QS-9000 and TS 16949.
  • Provides an explanation of the process approach.
  • Develops strategies for implementation.
  • Explains pitfalls.

To buy a copy of the guide, call AIAG at 248-358-3003. AIAG members can download the document free from www.aiag.org.

Study Reveals Perceptions Of Business Innovations
Despite the media attention given to Six Sigma, a recent international research study of companies reveals total quality management (TQM) to be the most important business innovation of organizations during the last three years.

Survey respondents included 691 executives representing a range of industries in the Americas, Europe and Asia. Perceptions about the importance of TQM ranked highest in Asia, with 45% citing it the most significant business innovation for their companies. The overall average for TQM was 40%.

Process engineering and supply chain management ranked as the second and third most significant business innovations, respectively. Process engineering results were strongest in Europe, where 27% ranked it highest. Respondents in the Americas gave supply chain management its highest preference score, 21%.

The survey was conducted for Dow Corning by HI Europe, a subsidiary of Harris Interactive.

Sarbanes-Oxley Loses Popularity With Execs
Surprise, surprise! A year after becoming law, the Sarbanes-Oxley Act of 2002 is losing favor among executives at U.S. multinational companies, according to PricewaterhouseCoopers' (PwC) Management Barometer.

The Sarbanes-Oxley Act responded to U.S. corporate and accounting scandals, requiring company executives, directors and independent auditors to take specific actions to achieve greater corporate accountability and transparency. The intent was to help restore public trust in U.S. business and corporate reporting.

According to PwC, the percentage of executives with a favorable opinion of the act dropped to 30% in June, down from 42% when the same group was interviewed in October 2002.

In addition, the Management Barometer found 91% of executives say their company has made changes in control and compliance as a result of the act, up from 85% last October. But only 68% are confident their entire company is in compliance with Sarbanes-Oxley, down from 82% last October.

The survey results indicate more execs believe compliance is costly, involves more than originally thought and presents additional risk for audit committees, CEOs, CFOs and other executives.

The Fifth Global Forum on Reinventing Government will be held Nov. 3-7 in Mexico City. The event is being organized by the Mexican government in collaboration with the United Nations and ASQ.

The forum provides an opportunity to clarify challenges governments face in the area of public management, including:

  • Government that costs less.
  • Quality government.
  • Professional government.
  • Digital government.
  • Government with regulatory reform.
  • Honest and transparent government.

The main focus will be on best practices. There will be 24 workshops, with simultaneous interpretation provided in Spanish, English and French at both workshops and plenary sessions. ASQ, along with organizations such as Harvard University and the British Broadcasting Corp. has been asked to participate in keynote activities. Optional cultural programs will be offered throughout Mexico City.

Dignitaries such as Vicente Fox, president of Mexico, and Kofi Annan, secretary-general of the United Nations, will take part in the opening ceremonies. The forum is a "by invitation only" event.

JCAHO To Require More Performance Data
The Joint Commission on Accreditation of Healthcare Organizations (JCAHO) will require accredited hospitals to begin gathering and using data on an additional set of core performance measures beginning in January 2004.

The new requirement will increase the scope of collection and reporting from two to three sets of core measures from a choice of four sets that address acute myocardial infarction, heart failure, community acquired pneumonia, and pregnancy and related conditions.

Core measures are part of JCAHO's initiative to integrate outcomes and other performance measurement data into the accreditation process to create a continuous, data driven process focusing on the actual results of care.

In addition to the current core measures, JCAHO is developing new measure sets that address surgical infection prevention, intensive care, pain management and inpatient pediatric asthma.

Other recent JCAHO initiatives include approval of a universal protocol for preventing wrong site, wrong procedure and wrong person surgery. Compliance with the protocol by all accredited organizations will be required by July 1, 2004.

For additional information on the performance measurement expectations and the universal protocol, go to www.jcaho.org.

Customer-Supplier Conference Slated Oct. 6-7
Keynote and track speakers at the Customer-Supplier Division (CSD) Conference in October will provide solutions to current issues facing manufacturers in the areas of lean, supplier performance and customer satisfaction.

The conference will take place Oct. 6-7 at the Wyndham Hotel in Orange County, CA. There will also be pre- and postconference tutorials on Oct. 5 and 8. The tutorials will be:

  • "Leadership Revisited: Today's Transformation Requirement" by Stephen Hacker.
  • "Value Added Auditing" by Greg Hutchins.
  • "Aligning Supply Chain Initiatives With Customer Priorities and Measures" by Robin Lawton.

Registration information can be found on the CSD website at www.asqcsd.org or by calling SG Meeting Services at 254-776-3550.

ISO Says Certification Numbers Keep Climbing
Despite low numbers of U.S. companies transitioning to the revised ISO 9001:2000 standard, the International Organization for Standardization, known as ISO, says registration/certification to ISO 9001 and ISO 14001 continues to grow worldwide, as revealed in the latest edition of the ISO Survey.

The survey says more than 561,747 certificates to ISO 9000 standards had been issued in 159 countries and economies by December 2002, an increase of 51,131 over the total at the end of December 2001, 510,616 in 161 countries.

The top 10 countries for growth were China, Italy, Spain, Japan, Hungary, Czech Republic, India, United States, Singapore and Switzerland.

Of the total, 167,210 were certified to ISO 9001:2000. The top 10 countries for that certification at year end 2002 were China, Japan, Italy, Germany, the United Kingdom, Spain, Australia, France, Switzerland and the United States.

For ISO 14001:1996, the total registrations/certifications were at least 49,462 at the end of 2002. The top 10 countries for growth were Japan, China, Spain, the United States, Italy, Sweden, Brazil, France, Germany and Hungary.

The complete survey is available at www.iso.org or by e-mail at sales@iso.org or from ISO national members (www.ansi.org in the United States).


IHI Network Said To Improve Healthcare Delivery
The Institute for Healthcare Improvement (IHI) says its Impact Network, which now has more than 100 healthcare member organizations, has made dramatic improvements in patient care.

Examples of success include reductions in the following: number of adverse drug events, days a patient spends on a mechanical ventilator, wait for next available appointment, voluntary employee turnover and hours to transfer a patient within a hospital.

S&P Beats Q-100 in Quarterly Results
While long-term investors will still find the fictitious Q-100 a better investment than the Standard & Poor's (S&P) 500, the S&P did manage to top the Q-100's gains during the market upswing of 2003's second quarter.

The Q-100's impressive quarterly gain of 13.11% was bested by the S&P's increase of 14.89%.

For the last 12 months, the Q-100 posted a 0.28% improvement, while the S&P lost 1.55%. It's in the long term, since the Q-100's inception on Sept. 30, 1998, that it shines, showing a gain of 11.53% compared to the S&P's dismal -3.64% drop.

"Once again, this shows that over the long haul, companies that practice the principles, methodologies and tools of quality will rise to the top in terms of business success," says Craig Robinson, president of Robinson Capital Management, Minneapolis, who created the Q-100 with his colleague, Mark Billeadeau.

Freund Scholarships Awarded Two ASQ Richard A. Freund International Scholarships have been awarded for the 2003-2004 school year. Recipients are James D. Williams and André Luis Santos de Pinho. Williams is pursuing a PhD in statistics with an emphasis on quality control at Virginia Tech. Santos de Pinho, from Brazil, is pursuing a PhD in industrial engineering at the University of Wisconsin-Madison. Freund scholarships are presented annually to students pursuing graduate studies with a concentration in quality or a similar emphasis. Charles Aubrey II chairs the Freund scholarship committee, which also includes Hank Campbell, Emilio Falquero and Daniel Sniezek. For more information, visit www.asq.org.

CQA Has New BOK The certified quality auditor (CQA) certification has a new body of knowledge (BOK), and the exam has a new format. The BOK now includes subtext explanations and cognitive level material. Examinations based on the 2004 BOK will contain case studies, each including a brief scenario outlining critical details about an audit situation. Related questions will allow candidates to apply their critical thinking skills in evaluating realistic situations and accompanying documents.

ASQ Logo/tmCMYKASQ Unveils New Logo As part of a new image and branding effort, ASQ debuted a new logo in July. The cleaner, more contemporary design is intended to symbolize ASQ's new strategy and direction, and will be used on all materials and communications from the Society, according to Peter Balistrieri, leader of ASQ's branding team.

New Medal Approved The board of directors recently approved the creation of the Dorian Shainin Medal to recognize individuals for the development and application of creative or unique statistical approaches in the solving of problems of product or service quality. Shainin was an author, teacher and ASQ Honorary Member credited with developing creative statistical techniques for the quick identification and resolution of problems.

New Website Launched Launched in late July, ASQ's newly designed website at www.asq.org is now fully functioning. It combines the former public site with ASQNet, but still features members-only content. Enhancements include customization and improved navigation and search capabilities.


IN THE "THERE'S A STANDARD FOR EVERYTHING CATEGORY," fertility clinics in Europe have been certified to ISO 9001 for years, but Boston IVF has announced it is the first in North America to achieve that status.

ISO 13485 MEDICAL DEVICES--QUALITY MANAGEMENT SYSTEMS--REQUIREMENTS FOR REGULATORY PURPOSES has been released by the International Organization for Standardization, known as ISO. Paper versions are available from BSI Management Systems at www.bsitraining.com/medical_device_standards.asp. A PDF version can be purchased directly from ISO at www.iso.ch.

NASA IS CREATING A NEW ENGINEERING AND SAFETY CENTER at its Langley Research Center in Hampton, VA. The center will draw on 250 engineers and experts to examine all programs and projects, conduct robust testing and safety assessments, veto future space shuttle flights when the risk is too great and serve as a clearinghouse for e-mails from lower-level employees whose concerns have been ignored in the past, according to Harold W. Gehman Jr., chairman of NASA's board.

THE AMERICAS AEROSPACE QUALITY GROUP recently approved the criteria developed by the Registrar Accreditation Board for accreditation of aerospace auditor training courses based on AS9000 and AS9111, the international aerospace industry's quality management system standards. For more information, call 888-722-2440 or e-mail ssalamaca@rabnet.com.

THE B46.1 COMMITTEE of the American Society of Mechanical Engineers has completed the most recent revision of the B46.1 standard, B46-1-374.6214, on classification and designation of surface qualities. Copies are available at http://store.asme.org.

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