New Member Model Designed for Flexibility

A membership approach featuring additional benefits and higher dues for regular members and two new categories with reduced benefits and lower dues has been approved by ASQ’s Board of Directors.

The board expects the model to make ASQ membership more attractive by allowing options tailored to meet individual needs and dues paying abilities. The board also hopes additional revenue will be generated to fund strategic initiatives such as:

  • Proving the economic case for quality.
  • Enhancing the image of quality professionals and ASQ.
  • Enhancing activity on national issues, including quality’s Washington, DC, presence.
  • Expanding quality practices in nonmanufacturing sectors such as healthcare, education and service.

Implementation of phase one of the new membership approach, called the “Living Community Model,” will begin on July 1. Phase one covers individual membership types: regular, associate, forum and student. The associate and forum categories are new.

Phase two, up for board approval this May, will focus on group, organization and corporate memberships and sponsorships. Phase three, also dependent on board approval, is envisioned for 2005 and will cover further benefits across member types and an assessment of member satisfaction with the new model.

Some possible questions and answers about the regular, associate and forum member categories appear below.

Student membership dues and benefits remain essentially the same, except students will receive the electronic news feed and an electronic, rather than print, version of Quality Progress.

More information on the new membership model can be found at http://www.asq.org. Those with questions not answered on the website or in this article are invited to
e-mail membermodel@asq.org. ASQ

New Member Model


Two Honorary Members, Service Medalist Named

ASQ’s Board of Directors recently named the Society’s 21st and 22nd Honorary Members and its newest Distinguished Service Medalist.

The Honorary Members are Frank M. Gryna and John D. Hromi. Harold P. “Hal” Greenberg is the medalist, the highest distinction for service that can be accorded by ASQ.

Gryna was honored “for an exemplary lifetime of dedicated service to the global quality community as author, educator, consultant and mentor and for his exceptional contributions to the disciplines of quality management and industrial engineering.”

A professor emeritus of industrial engineering at Bradley University, Gryna is a recipient of ASQ’s Distinguished Service Medal, Edwards Medal and Grant Award. He is perhaps best known as the co-author with Joseph M. Juran of the first four editions of the Juran Quality Handbook and the first two editions of Quality Planning and Analysis. He earned his doctorate in industrial engineering from the University of Iowa.

Gryna also was a senior vice president of the Juran Institute for more than 15 years. His newest book, Work Overload—Redesign the Work, was just published by ASQ Quality Press.

Hromi’s citation reads, “In recognition of exemplary service as a practitioner, educator and consultant of quality management and applied statistics principles and techniques. He has coached and mentored students and professionals around the world, making an indelible contribution to the establishment of a worldwide quality community and the sponsorship of a new generation of quality leaders from across the globe.”

Professor emeritus at the John D. Hromi Center for Quality and Applied Statistics of the College of Engineering at Rochester Institute of Technology in New York, Hromi had served as the center’s executive director prior to its being named for him. The Dr. John D. Hromi Quality Training Center in Melbourne, Australia, was also named in his honor.

Among Hromi’s many honors, he is an ASQ past president and received the Society’s Grant and Lancaster awards and its Edwards and Distinguished Service medals.

Greenberg is a partner with the ISO 9000 Network and an ASQ Fellow, certified quality manager, certified quality and reliability engineer and certified quality auditor.

After joining the Society in 1958, he served on ASQ’s Board of Directors and as executive secretary, was a Region 1 director and chaired or served on many committees. He holds two bachelor’s degrees (chemistry and engineering) and an MBA, all from Northeastern University, Boston.

For information about Honor-ary Member or Distinguished Service Medal petitions, go to http://www.asq.org/join/about/awards/index.html. This year’s recipients will be honored at ASQ’s Annual Quality Congress May 24-26 in Toronto.


Customer Satisfaction Hits Nine-Year High

American customer satisfaction has reached its highest level since the second quarter of 1995, according to the American Customer Satisfaction Index (ACSI) for the final quarter of 2003. The quarter’s measurements cover retail stores, finance and insurance, and e-commerce.

Satisfaction with the buying experience has historically led to repeat business and increased spending, according to Claes Fornell, director of the University of Michi-gan’s National Quality Research Center, which computes and analyzes the data.

“A person who has a good purchase experience is more inclined to spend again,” says Fornell. “Sustainable economic growth ultimately links to the availability of goods, services and experiences for which people are willing to repeatedly open their wallets.”

Among department and discount stores, Kohl’s remained the category leader with a score of 79, despite a 6% decline. J.C. Pen-ney’s score of 77, a more than 4% improvement, contributed to that category’s overall increase of 2.7%. Costco’s 80 led the specialty retail category.

Publix had the supermarket category’s highest score at 82. Strikes at Safeway (a drop of nearly 7%) and Kroger (down 5%) likely contributed to their lower scores—71 for both—from 2003, .

Bank of America showed a healthy improvement, nearly 6%, in its category, while among property and casualty insurers, Farmers Group made the most improvement—more than 4%.

Customers showed considerable satisfaction with e-commerce providers. The average score of 84 in this category includes Amazon.
com with 88 and barnesandnoble.com at 86. But Fornell says an increasing part of Amazon’s satisfaction rating is due to lower pricing—something that may present a future challenge.

The ACSI is produced by the University of Michigan, ASQ and the CFI Group. A complete report on the quarterly findings can be found at http://www.asq.org, and scores of all companies in the survey are at http://www.theacsi.org.


ISO Publishes Guidelines For Education Sector

The International Organization for Standardization, known as ISO, has published specific guidelines for organizations in the education sector that want to implement ISO 9001. The guidelines are intended for organizations at all levels, including elementary, middle, high school, university undergraduate and graduate, special and adult, and distance and e-learning.

ISO/IWA 2: Quality Management Systems—Guidelines for the Application of ISO 9001:2000 in Education contains the full text of ISO 9001, clause by clause, followed by specific text that makes the standard easier for the education sector to understand and implement.

The guidelines also include the full text of ISO 9004, which gives organizations strategies for achieving further benefits from their quality management systems through the pursuit of continual performance improvement.

To purchase ISO/IWA 2 or for more information, visit the American National Standards Institute’s website at http://www.ansi.org or e-mail sales@iso.org.


Quality Systems Form Foundation for Long-Term Success

A study conducted by the German Society for Quality (DGQ) and Forum GmbH Marketing and Communications determined the use of quality management systems forms a stable foundation for long-term success.

The Excellence Barometer (ExBa) attempts to gauge the significance attached to quality by German society and identifies the factors responsible for corporate success. From May 22 through July 23, 2003, DGQ and Forum GmbH interviewed 1,066 top decision makers of medium and large companies, 1,388 representatives of the general population and 1,900 employees to determine whether the use of quality management systems creates a basis for long-term success.

Two quality management approaches were investigated:

  1. Standard based models for certification, such as ISO 9001.
  2. Integrated quality management (QM) systems, such as total quality, the Malcolm Baldrige National Quality Award criteria or Six Sigma.

According to the 2003 study, integrated QM was being taken seriously in 57% of the companies questioned, an increase of 27% since 2002. However, the number of companies certified to ISO 9001 stayed at just under two-thirds.

Advantages of Having Both

Companies with both an ISO 9001 certification and integrated QM demonstrated two advantages over their competitors without corresponding QM systems:

  1. They conduct regular employee assessments, and employees participate more frequently in staff policy making decisions. These companies also have more individual staff training and development plans in operation and place more emphasis on teamwork, supply of information to all em-ployees and joint development of goals and targets.
  2. 2They survey their customers at least once a year, while companies without certification to ISO 9001 or an integrated QM concept survey customers only every two or three years. Only companies that are aware of their customers’ needs can measure satisfaction, translate results into measures and influence satisfaction positively over the long run, according to DGQ and Forum GmbH.

Despite these individual successes, expectations regarding increases in company success are being fulfilled to only a limited extent. Companies with ISO 9001 certification or an integrated QM are only slightly more successful than those without. Why? According to the study, the reason lies less in the quality of the concepts and more in the company’s motives for implementing them.

Intrinsic motives such as optimization of work processes give a company what it needs to be more successful than extrinsic motives such as customer requirements or competitive advantage/image do.

Of companies certified to ISO 9001, only 23% had intrinsic motives for achieving certification. However, intrinsic motives topped the list
of reasons other organizations im-plemented QM concepts.

For QM systems to continue to build strong foundations for success, the study indicates they must be consistently implemented and the right reasons must be present. QM systems introduced solely to satisfy customer or market requirements or regulations become cost centers instead of success factors.

For background on the study, the procedures used and the results, go to http://www.exba.de.


SME Offers Resources On Globalization Challenges

To celebrate National Engineers Week in February, the Society of Manufacturing Engineers (SME) released three new information resources to help manufacturers understand global manufacturing challenges:

1. A white paper examining reasons for the decreasing number of U.S. manufacturing jobs, opportunities in the global economy and the differences between real and perceived threats is available only to SME members.

2. A manufacturing forum on topics such as improving workforce development, streamlining manufacturing processes and accelerating the speed of products to market will be held June 9 during SME’s annual meeting in Cincinnati.

3. A new website at http://www.sme.org/globalcompetition includes information and resources to help manufacturers.

The FACE of Quality

Name: Lori A. Walker.

Residence: Sanford, NC; originally from Ontario, Canada.

Education: MBA from Wilfrid Laurier University in Waterloo, Ontario; bachelor of science from the University of Guelph in Ontario.

First job related to quality: Senior research technician and PCR/DNA fingerprinting method development assistant at the University of Guelph from 1989-1994.

Current job: Quality lab manager and quality engineer at Moen Inc.

ASQ activities: Senior Member; Raleigh section’s vice chair-elect; spoke and presented workshops at AQC in 2001 and 2002; Section 405 AQC arrangements chair and assistant program chair in 1999; Kitchener section’s program chair 1997-1999; Section 405 AQC day chair coordinator in 1998; earned seven ASQ certifications, including certified quality manager, reliability engineer, quality engineer, quality auditor, quality technician, mechanical inspector and quality improvement associate (CQIA); participates in periodic CQIA exam reviews.

Other accomplishments/activities: Develops and conducts quality related training seminars and workshops; earned a quality assurance diploma in 1997 from Conestoga College in Kitchener, Ontario; won ITT Industries Ring of Quality Award and earned a Guelph Quality Award certificate of merit in 1997.

Favorite ways to relax: Off-road racing with her stock Dodge Dakota, riding motorcycles, traveling and writing short fiction stories and poetry. Belongs to an off-road club that makes or repairs off-road trails on government land and teaches people how to drive and rally off-road with their vehicles.

Quality quote: Quality is not just a career but also a way of life. It is the way we view and process the world, using a set of tools and techniques that apply not only to job or career but also to volunteer work and personal life. We set our goals and use our skills to achieve them, forever improving upon what has gone before, whether it be related to products, processes, information transfer or personal goals.

ASQ News

RESEARCH EFFORT INITIATED ASQ has announced a new research effort, which will be directed by for-profit corporations and supported by thought leaders from consulting and academic institutions. The first meeting will be held during the Annual Quality Ccongress (AQC) May 24-26 in Toronto. Companies that sign up before AQC will be identified as charter members and will receieve a discount from the annual fee for partcitipation. For more information, contact Bob King at GOAL/QPC, 603-890-8800 x106 or bobking@goalqpc.com, or Steve Wnuk at ASQ, 800-248-1946 or swnuk@asq.org.

QUALITY INSTITUTE SLATED JUNE 7-9 ASQ’s summer Quality Institute, where condensed versions of 12 of ASQ’s most popular courses will be offered, is scheduled for June 7-9 at the Hyatt Regency Hotel in Milwaukee. The intensive three-day program will also include a session on wellness at work featuring medical and fitness professionals from the University of Wisconsin-Milwaukee. Details on the institute can be found at http://www.asq.org/ed/conferences/qi/index.html.

REGIONAL DIRECTORS ELECTED Regional directors in ASQ’s even numbered regions were elected for the 2004-2006 term. Regional directors represent ASQ’s sections in regional territories and serve on the Section Affairs Council and Board of Directors. Daniel Sniezek, Brenda Fisk, Fletcher Birmingham and Glen Page were re-elected. Sniezek and Page will serve their third terms in Regions 2 and 10, respectively. Fisk will serve her second term representing Region 4 (Canadian sections), while Birmingham serves his second term in Region 8. New regional directors Frances Hill, Kamla Gupta and Kristin Case will represent regions 6, 12 and 14, respectively. Their terms begin July 1.

NEW SELF-DIRECTED CQA PROGRAM OFFERED Subject matter experts have created a new certified quality auditor (CQA) self-directed learning program that parallels the new CQA body of knowledge. The new program content is delivered through five printed modules and a computer component now available as a web based program in the ASQ e-Learning Center at http://www.asq.org. The CD-ROM version will be available April 23. For additional information, call ASQ at 800-248-1946.

ASQ CQCC EFFORTS RECOGNIZED ASQ Community Quality Council Committee’s (CQCC) efforts were recognized as a breakthrough innovation by the Drucker Foundation in Canada. CQCC is a grass-roots interest group within ASQ that supports the application of quality principles and methodologies to community development. For more information, visit http://www.innovativepractices.com under the keywords, “community quality.” CQCC will present a session at ASQ’s 58th Annual Quality Congress May 24-26 in Toronto.

HUNTER NOMINEES SOUGHT The ASQ Statistics Division’s William G. Hunter Award Committee is soliciting nominations for 2004. Candidates must have demonstrated a high level of professionalism, significant contributions to the field and a history of leadership in applied statistics, regardless of ASQ Statistics Division membership status. A person may be nominated many times but may win the award only once. The nominator must have the permission of the person being nominated and letters from at least two others supporting the nomination. Claims of accomplishments must be supported with evidence such as publication lists and letters from peers. Nominations for the current year will be accepted until June 30. The award is presented at the Fall Technical Conference in October. For details or a nomination form, contact Joseph G. Voelkel at 585-475-2231 or jgvcqa@rit.edu.

CONFERENCE SEEKS PAPERS A call for papers has been issued for the 17th Annual Quality Management Conference slated for March 2005 in Orlando, FL. The formats can be straight presentation, panel discussion, case study or workshop. Proposals are due no later than June 15 and should be a two to three paragraph abstract summarizing the topic and stating the type of format, length (one or two hours) and key objectives and benefits. Questions or electronic submissions can be e-mailed to Lloyd.Barker@alcoa.com. Submissions can also be faxed to 212-836-2807.

EACH ONE REACH ONE ANNUAL WINNERS NAMED Each One Reach One is ASQ’s member-get-a-member program. When ASQ members sponsored new members in 2003, they were entered into a special drawing. Gil Andrade of Woburn, MA, a member since 1979 and a member of ASQ’s Awards Board, won the grand prize trip to the Annual Quality Congress in Toronto, May 24-26. Other winners were Dennis Anderson, Norway, ME, DVD player; Doug Gruener, Bristol, WI, ASQ Quality Press book collection; and Jose Cayuela, Bayamon, Puerto Rico, digital camera. For information on ASQ’s Each One Reach One program for 2004, visit http://www.asq.org/members/account/eoro.html.

HEALTHCARE INSTITUTE HELD ASQ, the American Hospital Assn. and the American Society for Healthcare Risk Management collaborated for the first time in late January to present a quality institute for healthcare in Chicago. Hospital executives, physicians, clinicians and healthcare quality improvement and risk management professionals from 34 states, Sweden and Mexico attended training courses on quality improvement systems such as Baldrige, ISO 9000 and Six Sigma, plus sessions on subjects such as the applications of systematic problem solving, improving patient safety through human factors management, healthcare failure mode and effects analysis and statistical processes.

NEW STUDENT BRANCHES APPROVED The ITESM-CEM Student Branch, sponsored by Mexico City Section 1402, and North Carolina State University Student Branch, sponsored by Raleigh Section 1113, were ap-proved by ASQ’s Board of Directors. ASQ now has 48 student branches.


Consultant Says Lean Can Stem Job Losses

Management consultant Mike Donovan of Framingham, MA, says a $100 part made in China can be more expensive than a $125 U.S. made part when the total cost is computed.

“Too many manufacturers decide to outsource production abroad based on faulty assumptions and logic,” says Donovan. He explains most manufacturers use simplistic numbers that don’t include costs from delays, greater defects, geopolitical risk, lost business opportunities, travel and transport.

According to Donovan, costs can outweigh the apparent savings, making that $100 part possibly cost $150. “By using lean technology to ruthlessly eliminate waste and reduce costs in all areas, companies have less need to rely solely on cheap overseas labor for cost savings. The jobs can stay in the United States,” he concludes.

A free book by Donovan, Lean Supply Chain Management: An Executive’s Guide to Performance Improvement, is available at http://www.rmdonovan.com.

Short Runs

LEGISLATION TO ESTABLISH a not-for-profit Baldrige Award category was passed by the full House of Representatives on March 3. Before becoming law, Senate approval is needed. The final step will be to have the House appropriate funds for the award. ASQ is urging members to contact their senators to support creation of the category and representatives in support of funding.

THE QUALITY EXCELLENCE for Suppliers of Telecommunications (QuEST) Forum is seeking speakers for its best practices conference Sept. 21-22 in Richardson, TX. The abstract form, submission process and selection criteria can be found at http://questforum.asq.org.

THE NAHB RESEARCH CENTER, a subsidiary of the National Assn. of Home Builders (NAHB), and Reed Residential Group, publisher of Professional Builder and Professional Remodeler magazines, presented National Housing Quality Silver Awards to three companies: Grayson Homes of Ellicott City, MD (builder division), Boardwalk Builders of Rehoboth, DE (remodelers division), and Schuck and Sons Construction Co. of Glendale, AZ (trade contractors division). The awards are patterned after the Malcolm Baldrige National Quality Award. For more information, visit http://www.nahbrc.org/quality.

DAIMLERCHRYSLER, FORD AND GENERAL MOTORS, under the auspices of the Automotive Industry Action Group and in cooperation with auto industry suppliers, have created a crisis management process they hope will help the auto industry save millions of dollars annually by preventing production losses caused by natural disasters, fires, plant accidents or acts of terrorism. Additional information is available at http://www.aiag.org.

UNDERSTANDING OF SIX SIGMA is being advised for MBA students at Penn State University’s Smeal College of Business Administration. According to a Feb. 19 article on
E-Commerce Times (http://www.ecommercetimes.com), Paul Pois-sant, executive director of career management and corporate relations for the MBA program, said students should use their free time to bone up on key skills employers want, such as Six Sigma.

THE NATIONAL INSTITUTE OF STANDARDS and Technology (NIST) is offering a new practice guide, Data Evaluation Theory and Practice for Materials Properties. It provides guidance on how to assess data for reliability and consistency. NIST says industries will be able to use this publication to improve efficiency. The guide is available online at http://www.nist.gov/public_affairs/practiceguides/practiceguides.htm.

COMPARED TO THEIR EUROPEAN COUNTERPARTS, almost twice as many (62% vs. 32%) boards of directors of large multinationals based in the United States spent more time and effort on corporate governance in 2003 than in 2002, according to PricewaterhouseCoopers’ Manage-ment Barometer at http://www.pwc.com. Regardless of time and effort in the wake of corporate scandals, 20% of boards in both the United States and Europe received increases in total compensation.

WESTERN NEW MEXICO UNIVERSITY is the first four-year institution to win Quality New Mexico’s Zia Award. The state’s premier award for performance excellence and quality achievement, the Zia has been given only six times in the past 10 years.

THE INSTITUTE OF EDUCATIONAL SCIENCES of the U.S. Department of Education announced a program to fund graduate training programs to train a new generation of education researchers capable of producing scientific evidence to guide education policy and classroom practice. Additional information is available at http://www.ed.gov/programs/edresearch/applicant.html#predoc04.

THE REGISTRAR ACCREDITATION BOARD was recently given an oversight role in implementing the American Chemistry Council’s third-party certification program.

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