Quality Progress

July 2017 Issue

Cover Story

Under Cultivation

A new study shows the three main must-haves for creating and maintaining a quality culture.

by Ben Tomic and Vesna Spasojevic Brkic

Open Access


Six Sigma

Down With Silos

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.

by Linda Duncan and Sherri Luchs

Case Study

Mobility Matters

Six Sigma moved a New York hospital toward its goal of making patients more mobile to improve care and recovery.

by Ryan Cowan, Shaghayegh Norouzzadeh, Nancy Riebling, Antz Joseph and Martin Doerfler, M.D.


The Next Phase in Quality’s Evolution

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.

by Max Sherman

The Power of Knowing

Quality Progress Salary SurveyEach 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.

ASQTV Quality Tools for You

ASQTV Quality Tools for You

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.

Reaction Gauge

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 editor@asq.org.

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