Seen & Heard

Remember internal customers

I just finished reading John E. "Jack" West’s article, "The Missing Key" (June 2013, pp. 47-49). I felt the design and development section of ISO 9001:2004 was better written than the same section in ISO 9001:2008. It was easier to understand the importance of all facets of the design process.

One thing I would like to add is another item often overlooked by designers. They have two customers to consider: external and internal. One internal customer that is often overlooked is the production team.

Coming from the production field and going into the engineering field, I understood that a project wasn’t finalized until I supplied everything that production needed. I developed a sign-off sheet that identified items the production team and the project needed. This included, but was not limited to: drawings, tooling, fixturing, work instruction, bill of materials and purchasing information. Engineering signed off, but the supervisor didn’t sign off until all the item needs were met.

Many times, designers want to fast-track a project off their desks, forcing production to finish. I’ve seen production refuse to accept a project until all items are supplied. By doing this, projects moved smoothly from engineering into production. The design and development requirements in the International Organization for Standardization standards gave me the ability to help designers and production work together to a common goal—a satisfied customer.

Tom Herr
Huntingdon Valley, PA

Rethinking your approach

In response to "5S Shakeup" (October 2013, pp. 18-23): Outstanding article. It truly describes what we went through. After 19 5S events, and having the facility look clean and free of foreign-object debris, all activity stopped. I am hoping to introduce this approach and gain better results from our efforts. Thank you for sharing.

Jamshid Hajimomen
Anaheim, CA

Socially speaking

In the past month, the discussion among QP and ASQ social media enthusiasts focused on quality quotes or sayings.

Via Facebook:

David Velasquez: You cannot inspect quality into a product more than you can hope to make it rain …

Albelin Mota Arriaga: #Agree. You can’t force people to change, but you can help them: The world is changed by your example, not your opinion. —Paulo Coelho

Momodu Lucky: Everyone should think quality, dream quality, say quality and work quality because quality is  the surest way to move any organization forward.

Via LinkedIn:

Fred Schenkelberg: "It is not enough to have a good mind; it is more important to use it well."
—René Descartes

Victor Sower: "There is nothing so terrible as activity without insight."
—Johann Wolfgang von Goethe

Tune In

The latest episode of ASQ TV focused on teamwork. In the episode:

  • Discover what makes a quality improvement team work.
  • Learn a process and method for leading team improvement projects.
  • Explore the similarities between organizational teamwork and marriage.

Watch for a special episode dedicated to World Quality Month, available Nov. 5. Visit http://videos.asq.org to access the full video library.

QP Quote Generator

Make an image of your favorite quality quote that you can print and display, or share on websites and social media. At www.QPQuote.com, simply input a favorite quality quote—choose one from this month’s cover story, "Words to Work By" (pp. 18-25) or use one of your own—then choose fonts and colors to customize your image.

Closer looks

View an additional table and a sidebar to accompany this month’s Standards Outlook column, "Work in Progress," for more on what is included in the ISO 9001:2015 committee draft. Also check out two tables that support Peter Merrill’s discussion in this month’s Innovation Imperative column, "Changing Tides." 

Quick Poll Results

Each month at www.qualityprogress.com, visitors can take an informal survey. Here are the numbers from last month’s Quick Poll:

What stage is your organization in when it comes to implementing environmental sustainability initiatives?

  • ISO 14001-certified and have EMS.  51.6% 
  • EMS implementation has been discussed,
    but don’t practice many sustainability initiatives.  19.3% 
  • Not ISO 14001-certified, but have EMS in place.  16.1%
  • Don’t practice any sustainability initiatives and have no plans to.  12.9%

Visit www.qualityprogress.com for the latest question:

How did the U.S. government shutdown affect you?

  • I was furloughed.
  • I lost access to some of the services I need.
  • I wasn’t affected.

Quality News Today

Recent headlines from ASQ’s global news service

Video Important in Communicating Quality
When executives at Ford Motor Co. want to communicate about quality with employees, the bosses can’t attend every event at the global automaker. The solution? Video. Executives record a couple of live events, and staffers play the video to employees at other meetings.

Apparel Manufacturers Use Software to Cut Risk
Apparel and textile manufacturers looking to streamline their supply chains can benefit from product life cycle management software, which can boost communications and risk management between suppliers and retailers.

Want the latest quality-related news and analysis?
The QNT Weekly e-newsletter delivers it every Friday.

Subscribe now at http://email.asq.org/subscribe/qntwk.

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