ASQ Certification Board Puts Quality Tools to Work

Abstract:Recognizing the importance of customer satisfaction in strategic planning, the ASQ certification board recently used quality tools to develop customer requirements. To begin the process, a SIPOC (suppliers, inputs, outputs, and customers) diagram was constructed, but the diagram did not address all the elements of the certification board's needs. The second tool considered was the turtle diagram, and to further develop the information, a second set of categories based on risk factors and measurements was added. As the information was compiled and connected, the diagram developed more legs and became what is known as the customer requirements octopus. The customer requirements octopus told the certification board that clear policies and procedures are important to each member, as well as to the staff certification offerings department. This task was re-emphasized in the revised strategic …

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