February 1995


A Performance Measurement Model

by Rose, Kenneth H.

The right metrics are key to identifying what will move an organization to its goals. Metrics can be developed in the eight components of a performance measurement model. First, performance categories indicate what an organization does. Second, a...


The Baldie Play

by Helton, B. Ray

Winners of the Malcolm Baldrige National Quality Award provide quality to their customers, suppliers, employees, and investors. One measure of this is the fictitious Malcolm Baldrige national mutual fund. In 1992 it returned 35%, and then another...


It's 10 p.m.: Do You Know Where Your Quality Program Is?

by Penkala, Don

Shift operations require a 24-hours-a-day management system. Continuous quality improvement across all shifts relies on communication, participation, supervision, and training. Problems to overcome during evening and night shifts include: low...


Total Quality Forum VI Speakers Focus on Change

by Rubach, Laura

Education for change and diversity can lead to quality improvements. So said the speakers at Total Quality Forum VI. Some were concerned that slow rates of educational improvement in the U. S. have caused the country to become less competitive in the...


Finding and Implementing Best Practices in Higher Education

by Fram, Eugene H.; Camp, Robert C.

Benchmarking of course content is a method for improving the quality of higher education. A survey of 26 business school administrators suggests that the practice is rare. Educators feel that a multitude of variables makes it difficult if not...


The Importance of Following GD&T Specifications

by Wearring, Collin; Karl, Dennis P.

Geometric dimensioning and tolerancing (GD&T) enhances communication between product engineers and manufacturing engineers. The GD&T symbols or specifications that appear on a design decrease the likelihood of harmful variations during product...


The Role of Statistical Thinking in Management

by Hare, Lynne B.; Hoerl, Roger W.; Hromi, John D.; Snee, Ronald D.

Managers, as well as statisticians, can employ process thinking, an understanding of variation, and data analysis. This mindset of statistical thinking has four requirements. First, managers must know why statistical knowledge is important. For...


Managing the Link Between Measurement and Compensation

by Davis, Robert; Rosegrant, Susan; Watkins, Michael

Organizational performance is tied to employee earnings at AT&T Universal Card Services (UCS). A measurement system collects data from competitors' customers, UCS customers, and key processes. Daily process data cover operations like payment screening...


To Boldly Go Where So Many Have Gone Before

by Bemowski, Karen

Saturn Corporation focuses on selling the company instead of its car and satisfying its customers. This strategy has been crucial when many competitors go after the same customers. To sell its company, Saturn's advertisements emphasize the pride and...


Preparing the Front Line

by Jeffrey, Jaclyn R.

Companies that value customer service make it a part of the organizational culture. In particular, customer service employees are the target of a three-part strategy of hiring, development, and motivation. These are the findings of a survey of five...


The Proper Distribution of TQM

by Collman, Dave

Implementation of a quality program at Bearings, Inc. required the commitment of management and the teamwork of empowered employees. Management gave the 12 employees the time and leadership needed for long-term dedication to total quality management...


Open Access

Assessing Organizational Performance

by Gerst, Robert M.

Performance appraisals of organizations reveal the same kind of negative effects that W. Edwards Deming found in assessment of individuals. A case study of hospital appraisals demonstrates the dangers of tampering, low morale, and guaranteed losers....


Open Access

1994 Baldrige Award Recipients Share Their Expertise

by Bemowski, Karen

The 1994 Malcolm Baldrige National Quality Award winners are: AT&T Consumer Communications Services (CCS); GTE Directories Corporation; and Wainwright Industries, Inc. AT&T CCS has 44,000 employees and more than 80 million customers. More than 90% of...



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