July 2017 Issue
A new study shows the three main must-haves for creating and maintaining a quality culture.
by Ben Tomic and Vesna Spasojevic Brkic
To improve how it delivered patient services, a Pennsylvania hospital used lean Six Sigma to break down its siloed thinking, involve more process owners and change the overall organizational culture.
Six Sigma moved a New York hospital toward its goal of making patients more mobile to improve care and recovery.
Manufacturers must think about providing mindfulness training for employees to better focus on tasks and responsibilities. It has been shown to reduce errors and enhance quality.
The Power of Knowing
Each year, the Quality Progress Salary Survey report provides the insight and power quality professionals need to prepare for performance reviews, line up job interviews or scope out career opportunities. Before we can crunch the numbers and prepare such valuable analysis, we need quality professionals like you to complete the survey questionnaire, which can be found at asq.org/2017-qp-salarysurvey. Be a part of the source that powers the 2017 QP Salary Survey. Visit asq.org/2017-qp-salarysurvey today.
Get acquainted or reacquainted with the old and the new—quality tools, that is. Watch ASQTV’s latest episode that highlights the seven old quality tools and the seven new ones, too.
Visit http://videos.asq.org to access the full video library.
Recent news has touted the benefits of using chatbots—a computer program that uses artificial intelligence (AI) to convincingly mimic conversation with a human—to improve the cost and quality of customer service.
Wells Fargo, for example, is testing a Facebook chatbot that will provide around-the-clock customer service—answering inquiries about customers’ account balances and where they can find the nearest ATM. A recent study by Juniper Research predicts that, by 2022, chatbots will save more than $8 billion per year in customer services costs.
How else might chatbots change the customer experience in the future? Are there any drawbacks to using AI over human intelligence?
Send your responses to firstname.lastname@example.org.
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