The Face of Quality

Name: Robert H. Lochner.

Residence: Pewaukee, WI.

Education: Doctorate in statistics, University of Wisconsin-Madison.

First job related to quality: Assistant professor of statistics, Marquette University, Milwaukee.

Current job: Quality consultant and partner, Quality Right Consultants; prior to that was vice president of quality resources at Affinity Health Systems.

Volunteer work: Recently completed four months in Romania with the International Executive Service Corps (IESC), where his work included training 18 Six Sigma Black Belt candidates from seven companies. IESC is a government agency that sends executives and professionals, mostly retired, to emerging democracies to help them become more competitive in international markets.

ASQ activities: Senior Member, certified Six Sigma Black Belt, formerly on Quality Engineering magazine editorial board and Brumbaugh Award committee.

Other accomplishments: Guest speaker and workshop leader in the United States and South America; co-author of Designing for Quality: an Introduction to the Best of Taguchi and Western Methods of Experimental Design.

Personal: Married with four children and five grandchildren.

Favorite ways to relax: Sailing (once took his 41-foot sailboat from Milwaukee to Trinidad); downhill skiing; spending time at the family's cottage.

Quality quote: Once an organization gets quality right, everything else falls into place. But to get quality right involves rethinking some basics--shaking off long held "truths" about how to best manage an organization. Romania, which was communist controlled until 1990, has little experience with customer focused quality systems. But Romanians are a resilient, educated, hard working people who will become increasingly competitive in international markets.

Customer Satisfaction Scores Hold Steady
Customer satisfaction, as measured by the American Customer Satisfaction Index (ACSI), held constant last quarter after moving steadily upward for the last two years.

"Although a climb may be preferred over a stable index, the ACSI improvements over the past 21 months cannot be dismissed by a three month halt," said Claes Fornell, director of the University of Michigan Business School's National Quality Research Center, which compiles and analyzes the ACSI data.

During the second quarter, only one of the industries measured by the ACSI--household appliances--showed a decline in customer satisfaction.

The score remained the same for automobiles while improving for personal computers, consumer electronics and e-business, including Web portals, search engines and news sites.

Although the ACSI score for the household appliance industry dropped a point to 81, it is still nearly 10% higher than the aggregate ACSI for all industries. Kenmore topped the industry with a score of 84, but Whirlpool (82), General Electric (81) and Maytag (81) were close behind.

For automobiles, Hyundai continued its impressive climb in customer satisfaction from an industry low score of 69 in 1999 to 81 this year. Cadillac remained at the top at 87, followed closely by BMW (85), Toyota (85) and Buick (84). Pontiac and Volkswagen's scores of 76 put them at the bottom.

The consumer electronics score for the quarter was 84, while personal computers improved slightly but still trailed at 72. Among personal computer companies, Dell led the way with a score of 78, while Apple, up 6%, was right behind at 69. Gateway's fall continued. With its score of 69, it was down 12% from 2000.

The overall e-business score went from 68.7 last year to 71.4 this year. Yahoo was tops for portals at 78, while Google continued to dominate the search engine category at 82. Google's nearest competitor, Ask Jeeves, scored 69.

ACSI is produced by a partnership of the University of Michigan Business School, ASQ and the CFI Group and is supported in part by Market Strategies Inc., a major corporate contributor, and ForeSEE Results, an e-commerce corporate sponsor.

For more information and detailed scores, visit www.theacsi.org.


Basque Foundation Anniversary: Liz Keim, chair of ASQ, was one of the keynoters when the Basque Foundation for Quality recently celebrated its 10th anniversary in Bilbao, Spain. The photo shows (l to r) Alain de Dommartin, CEO of the European Foundation for Quality Management and another keynoter; Josu Jon Imaz of the Basque government Ministry of Industry, Trade and Tourism; Tsuneaki Taniguchi, director of the board of the Japan Productivity Center for Socio-Economic Development and another keynoter; Keim; Bertrand Jouslin de Noray, secretary general of the European Quality Organization; and Jesús Murga, president of the Basque Foundation for Quality.

Shainin Medal Created To Honor Problem Solvers

Thinking-Man-2-versionsDorian Shainin, an honorary member of ASQ who died in 2000, now has his name on an ASQ award, the Dorian Shainin Medal.

Nomination and selection criteria will be based on the use of unique or creative application of statistical techniques for solving problems related to the quality of a product or service.

Nomination forms for the first Shainin Medal, to be presented at the Annual Quality Congress (AQC) May 24-26, 2004, in Toronto, must be submitted by Nov. 1. The forms are available by calling ASQ at 800-248-1946 (United States and Canada only) or 414-272-8575. Completed forms should be accompanied by a photo of the nominee and sent to Joe Trow-bridge, PO Box 582, Milford, NH 03055-0582. For additional information, call Trowbridge at 603-673-2338 or e-mail jotro2@aol.com.

Shainin earned a degree in aeronautical engineering from Massachusetts Institute of Technology in 1936. Fol-lowing 16 years with United Aircraft Corp. (now United Technologies), he joined Rath and Strong Management Consultants. He eventually established his own consulting practice, now called Shainin LLC, which is run by, among others, his sons Peter and Richard.

During his 33 years on the faculty of the University of Connecticut, Shainin originated and conducted the continuing education program for people in industry, wrote more than 100 articles and authored or co-authored several books.

Shainin was involved in ASQ from its beginning. He was named a Fellow in 1949 and attended every AQC through 1996. He served as executive secretary from 1953 to 1954 and as vice president from 1953 to 1956 and again from 1974 to 1976. He received the Brumbaugh Award in 1951, the Edwards Medal in 1969, the Grant Medal in 1981 and the Shewhart Medal in 1989.


AB MundelFounding Member, Fellow August Mundel Dead at 91
Founding member August "Gus" B. Mundel died Aug. 1 at the age of 92. He became a member in 1946, a Fellow in 1952 and received the Edwards Medal in 1996. He is credited with creating the Tappan Zee Section 309 and remained active as its certification and recertification chair until June 2002.

From 1974 to 2000, Mundel was chair of the U.S. technical advisory group to International Orgnization for Standardization technical committee 69 on the application of statistical methods and was the U.S. chief delegate to this committee.

Mundel was also a member of the executive committee of the Ameri-can National Standards Institute and was founding chair of the accredited standards committee Z1 on quality assurance.

Mundel earned a master's degree in engineering from the University of Michigan, conducted many conferences and taught at the State University of New York, New York University and Rochester Institute of Technology. He authored more than 70 papers and a book, Ethics in Quality, and co-authored The Product Recall Planning Guide.

Remembrances can be made to the August Mundel Scholarship Fund, Tappan Zee Section, through ASQ, PO Box 3005, Milwaukee, WI 53201.


Mercury Seven Astronaut To Speak At Seminar

Mercury Seven Astronaut Gordon Cooper will be the keynote speaker when Section 706 in California hosts an Aviation/Space and Defense Division Quality Month seminar Oct. 21 in Van Nuys.

The seminar will commemorate 100 years of powered flight and the changing role of quality in today's aviation, space and defense industry.

The program will cover topics such as technological advancements, best practice solutions, trends in quality management, composites and inspection methods, nuclear space programs, new commercial business opportunities, objectives of small business and working with the U.S. government.

The seminar will be open to members of the division. For more information or to make reservations, go to www.asq706.com.


NQEC Conference To Debut Higher Ed Track in November

A new higher education track will highlight the 2003 National Quality Education Conference (NQEC) Nov. 6-9 in Albuquerque, NM. The track was developed and supported by the Academic Quality Improvement Project (AQIP).

Keynote speaker Peter Senge is author of The Fifth Discipline, identified by the Harvard Business Review as one of the five most influential management books of the past two decades.

Other keynoters will be Michele Borber, author of Building Moral Intelligence, and Willard Daggett, known for his efforts to move the education system toward more rigorous and relevant skills and knowledge for all students.

A student panel and exhibits will explain how quality concepts and Baldrige award criteria are used in classrooms. There will be preconference workshops and school tours on Nov. 6.

One-day registrations are offered. For information or to register, visit http://nqec.asq.org or call ASQ at 800-248-1946 (United States and Canada only) or 414-272-8575.


Northwest Forum Established For Reliability Collaboration

Reliability, design and quality engineers representing Northwest U.S. manufacturers and academics recently formed the Northwest Reliability Forum Committee to develop a series of cross-industry discussions focused on product reliability as it relates to design, theory, analysis and product management.

The forums will be hosted at rotating committee member sites. Contact Ragan Corliss at NinaTek, 503-225-9000 x212 or raganc@ninatek.com if you are interested in receiving e-mail updates, speaking at forums or joining the committee.


Each One Reach One Winners Named

June and July produced four winners in ASQ's each one reach one (member get a member) program, which recognizes members who refer the most members in a month. There is also a monthly random drawing. All winners receive a Quality Press gift certificate.

In June, Valerie Livingston of Unilever Home Personal Care in Raeford, NC, referred 22 new members, while James Moore of Lockheed Martin Missiles and Fire Control, Camden, AR, recruited 22 members in July. Terry Martin of Hitachi Automotive Products, Harrodsburg, KY, was the June drawing winner, and Mahlon Cashman of WCA & Associates in Westfield, MA, won in July.

For information on the program, call 800-248-1946 (United States and Canada only) or visit the Membership area on this site.


Three Chairs Reaffirm ISO 9001 Deadline

The chairs of the International Organization for Standardization, known as ISO, technical committee (TC) responsible for the ISO 9000 standards and two conformity assessment groups have reaffirmed the Dec. 15, 2003, deadline for transitioning to ISO 9001:2000.

A joint communiqué was signed by the chairs of the International Accreditation Forum (IAF), the ISO policy committee on conformity assessment, known as CASCO, and ISO/TC 176. The communiqué makes it clear accreditation bodies that are IAF members will not permit registrars to maintain 1994 edition certifications after the deadline.

"The goal of the communiqué is to dispel any notion there is leeway on the transition deadline," said Jack West, chair of the U.S. technical advisory group to ISO/TC 176.


SIX SIGMA CONFERENCE ASQ's fourth Six Sigma Conference will be Feb. 2-4, 2004, in Phoenix. The program will feature case studies, exhibits and networking opportunities, including a repeat of last year's Super Bowl party. Register at http://sixsigma.asq.org, or call 800-248-1946 (United States and Canada only) or 414-272-8575.

ONLINE CAREER CENTER RELAUNCHED ASQ's online career center has been redesigned to support individuals at all stages of their careers. The public can view postings free of charge, and members can place their résumés on the site. Organizations can post job openings for $200 a month, with Johnson Controls, General Electric Medical Systems, Abbott Healthcare and Baxter Health-care among those already listed. Career Paths provides four curriculum programs of core and elective courses, which are intermediate steps in preparing for certification exams. Courses include quality management specialist, quality engineering specialist, quality technician specialist and quality auditor specialist.

MEDICAL DEVICE STANDARD OFFERED Quality Press has acquired the rights to sell ISO 13485:2003, Medical Devices--Quality Management Systems--Requirements for Regulatory Purposes from the American National Standards Institute. The standard specifies requirements for a quality management system for the design and development, production, installation and servicing of medical devices and related services. It can be used by internal and external parties, including certification bodies.

2004 ISO 9000 SUMMIT PLANNED IN SAN FRANCISCO The ISO 9000 summit will be held March 22-23, 2004, in San Francisco. It includes the annual ISO 9000 conference, the U.S. Standards Group meeting and courses. Check Conferences area on this site for more information, or call 800-248-1946 (United States and Canada only) or 414-272-8575.


ASQ ROCHESTER, NY, SECTION 204 has issued a call for papers on lean, Six Sigma, quality 101, the multidisciplined employee or design and development quality for its March 30, 2004, conference. Submissions are due by Oct. 31 to asqrs_committee@yahoo.com. For more information, call Dave Auda at 585-759-5830 or Anwar El-Homsi at 585-750-8203.

SOLIDWORKS CORP. DONATED more than $70,000 worth of its 3-D mechanical design software to more than 350 contestants in this year's SkillsUSA Championships. SolidWorks sponsored winners in five categories: technical drafting, computer numeric control (CNC) milling, CNC turning, automated manufacturing technology, and robotics and automation.

THE QuEST FORUM'S Asia Pacific Regional Conference on quality in telecommunications is slated for Nov. 4-7 at the Hong Kong Convention and Exhibition Center. The conference is for senior executives and will cover such issues as the impact of quality improvement on the bottom line and processes to build and ensure quality standards. For registration information, visit http://questforum.asq.org or e-mail quest@asq.org.

THE FALL QUALITY INSTITUTE Oct. 20-22 in Milwaukee will feature team building activities in cooperation with the YMCA. The activities are based on teaching and implementing quality functions, tools and techniques in everyday environments. The focus will be on such skills as creative problem solving, interpersonal communication, collaborative leadership and building group cohesion. For information, visit the Conferences area of this site and click on Quality Institute.

THE AUTOMOTIVE INDUSTRY ACTION GROUP'S new executive director is Andrew J. Cummins. Previously he was vice president of corporate communications for Oxford Automotive, a tier one supplier.

HEALTH PLANS WILL BE RECOGNIZED for service excellence through a strategic alliance be-tween J.D. Power and Associ-ates, the customer satisfaction measurement giant, and URAC, which accredits healthcare organizations. To qualify for the Health Plan Service Performance Pro-gram, plans must exceed specific benchmarks. For more information, visit the News Room at www.urac.org.

PEDIATRIC CARE CORE MEASURES will be developed through a collaboration of the Joint Commission on Accreditation of Healthcare Organizations and five national children's healthcare organizations. The goal is the development of evidence based standardized performance measures for pediatric acute care settings. Additional information can be found in the Newsroom area at www.jcaho.org.

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