January 1995


Managing Records for ISO 9000 Compliance

by Brumm, Eugenia K.

Quality records are evidence of product quality. A professional records management program (RMP) supports all aspects of ISO (International Standards Organization) 9000. However, some areas of the ISO 9000 standards only imply their requirements. For...


Buying Radios Is Adding Quality to Madison's City Government

by Masterson, Michael F.

Purchasing decisions should be based on total cost, not only the initial price. The city government of Madison, Wisconsin has applied this philosophy to the buying of portable radios for the police. The city evaluated supplier proposals using weighted...


Reduce the Potential Impact of Product Liability on Your Organization

by Goodden, Randall

Prevention and information management are tools for dealing with product liability. An early step in these processes is the naming of a product liability expert within the firm. This expert should attend the design review meetings for a new product....


Listening to the Voice of the Employee

by Snee, Ronald D.

Employee surveys are tools for improvement and communication. Employees can use them to evaluate improvement efforts and identify problem areas. For managers, the survey provides communication with employees. Follow-up actions that respond to...


Codes, Cultural Archetypes, and the Collective Cultural Unconscious

by Bemowski, Karen

Advertisers may misdirect their efforts if they are unaware of the biological imprinting that influences behavior. French consumers think of cheese as alive and Americans see it as dead because of the power of imprinting on the collective...


What's Up Down Under?

by Orsini, Joseph L.

Queensland, Australia requires ISO (International Standards Organization) 9000 registration for its suppliers. The requirement includes manufacturers, construction firms, and service organizations. The purpose of the requirement is to encourage...


What Makes American Teams Tick?

by Bemowski, Karen

A team archetype analysis of 250 people examined their expectations and feelings about teamwork. G. Clotaire Rapaille, cultural anthropologist and marketing researcher, was the principal investigator. Archetype analysis looks at cultural patterns that...


The Five Drivers of Total Quality

by Grahn, Dennis P.

Service to customers, employees, and the business itself is the mission of the Menasha Corporation. A hierarchy of five drivers of quality implements this mission. People quality is the driver with the most influence. This requires selecting the...


Corporate Quality Training Facilities

by Brecka, Jon; Rubach, Laura

Education programs are vital to a company's competitiveness. Motorola invests $120 million a year in Motorola University. The University's 900 instructors provide customers, employees, and suppliers with courses on topics like benchmarking, problem...


Cyberquality: Quality Resources on the Internet

by Clauson, Jim

Online discussion lists, information sites, and news groups have information on quality topics. Discussion lists that cover quality topics include these forums: TQM-L (for discussions of total quality management in higher education); QUALITY (quality...


Open Access

The Dual Role of AT&T's Self-Assessment Process

by Myers, Dale H.; Heller, Jeffrey

Evaluations of business performance allow units of a company to share strengths and opportunities for improvement. Eighty percent of the organizations within AT&T have used the Chairman's Quality Award (CQA) to assess each other. Based on the Malcolm...



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