Quality Progress

June 2017 Issue

Cover Story

Twists and Turns

Change leaders can empower teams to better navigate change and sustain improvements by incorporating these six emotional drivers.

by Dana K. Ginn

Open Access


Case Study

Paint Process Pains

A manufacturer deployed the design of experiments approach to address problems within a painting process.

by Christopher N. Bertoni

Risk Management

Standard Comparison

Quality and regulatory professionals in the medical device and pharmaceutical arenas stand to benefit by knowing each industry’s respective risk management standard.

by Carolyn Wright

Quality Tools

Quality’s New Frontier

The case for implementing continuous improvement tools within an organization’s marketing and sales functions.

by John Goodman and Ken Feldman

In Remembrance

Dick McKeever, an ASQ fellow and former board member, died last month after a long battle with cancer. McKeever, a 19-year member of ASQ’s Cincinnati Section, served on the board from 2005 to 2009.

Mike Nichols, a former ASQ president, called McKeever “humble yet passionate, dedicated and always willing to help, a model of what a volunteer leader should be.” McKeever’s family requested memorial donations be made to Hospice of Cincinnati—Blue Ash. For more information, visit www.hospiceofcincinnati.org.

ASQTV The Five Whys and Root Cause Analysis

ASQTV Certification Preparation

ASQTV’s latest episode focuses on certificates and certifications for professional development, career advancement and increased earning potential.
Visit http://videos.asq.org to access the full video library.

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It seems everyone has an airline horror story. And recently, several airlines have been called out for especially poor customer service‚ÄĒcanceling hundreds of flights, dragging passengers off planes, threatening families with jail. But aside from apologizing after the fact, action is rarely taken to prevent these situations.

What can airlines do to improve the customer experience and avoid these PR nightmares?

Send your responses to editor@asq.org.

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