May 1995


How to Develop a Meaningful Employee Recognition Program

by Milas, Gene H.

Acknowledgment of employees reveals a company's principles and values. Employee recognition also is an incentive for quality and productivity improvements. However, a recognition program should not be a tool for behavior manipulation. A successful...


The Conference Method of Redesign

by Wilgus, Alan L.

Restructuring of an organization can be accomplished efficiently by a sociotechnical analysis. The technique is based on Fred Emery's and Eric Trist's Future Search Conference. A case study of the conference method used groups and subgroups to...


Which Comes First: The Chicken or the Egg?

by Anand, K. N.

Simultaneous employee-motivation and system-problem programs have been successful in some industries in India. They allow employees to be trained in quality methods before a company solves all its system problems. In one case study, a motivational...


The U. S. Semiconductor Industry's Wild Ride

by Stratton, Brad

SEMATECH (SEmiconductor MAnufacturing TECHnology) has improved its industry's research and development activities and its supplier infrastructure. This consortium of U. S. semiconductor manufacturers was established in 1987 to revive an industry whose...


Waving the White Flag

by Ludeman, Kate

The supplier-distributor relationship in the semiconductor industry has been improved by joint development of an industry survey. In the past, each supplier annually surveyed its own distributors, but this is inefficient and ignores the need of...


Transformations to Quality Organizations: 1994-95 Awardees

Sixteen grants from the National Science Foundation will support research based on the criteria of the Malcolm Baldrige National Quality Award. For 1994-95, these Transformations to Quality Organizations awards total $2.6 million. They rely on...


How to Distinguish the Masters from the Hacks

by Delavigne, Kenneth T.

To select a management consultant, apply seven sequential criteria. They guide the process of separating master consultants, like Perry Gluckman and W. Edwards Deming, from hacks. The master has a world view that relies on principles; a hack relies on...


Total Quality in K-12 Education

by Smialek, Mary Ann

Transformational change in U.S. schools is necessary for continuous improvement. A TQM (total management quality) culture in K-12 education requires a new organizational structure in which everyone is responsible for quality. In such an environment,...


Using QFD Becomes an Educational Experience for Students and Faculty

by Ermer, Donald S.

Correlating customer requirements with system design elements leads to quality improvement. A key tool in this process is quality function deployment (QFD). At the University of Wisconsin-Madison, the Mechanical Engineering Department used QFD to...


Support Group Decisions Via Computer Systems

by Jackson, Neal F.; Aiken, Milam W.; Vanjani, Mahesh B.; Hasan, Bassam S.

Meetings and decision making can be enhanced by automated methods. Group decision support system (GDSS) software has increased effectiveness and satisfaction of participants while decreasing meeting times. GDSS is most appropriate for meetings of more...


When Quality Is a Matter of Taste, Use Reliability Indexes

by Futrell, David

The quality of subjective measurements depends on the consistency of the people who make the ratings. To assess this consistency, there are two types of reliability indexes. The Kappa technique is appropriate for measurements based on categorical or...


Strategic Planning: The Missing Link in TQM

by Butz, Howard E., Jr.

Integrating total quality management (TQM) into the business strategy of a company gives direction to its improvement efforts. This happens when the TQM philosophy and strategic planning become a single process. The process should be customer driven...


The ASQC Fellows Project

The American Consumer Satisfaction Index (ACSI) is a valuable tool, though it should be used carefully. A January, 1995 roundtable discussion among six ASQC (American Society for Quality Control) fellows focused on the ACSI. Uses of ACSI include:...


Open Access

Quality Management Benchmark Assessment

by Russell, J. P.

A series of task-oriented checklists with 253 requirements enable a firm to compare itself and its suppliers to the Malcolm Baldrige National Quality Award criteria and to the Q9000 standards of ANSI/ASQC (American National Standards Institute /...


Open Access

How Do People Use the Baldrige Award Criteria?

by Bemowski, Karen; Stratton, Brad

The Malcolm Baldrige National Award Quality Award is useful, even to the many companies that have not applied for the Award. Only 546 companies have applied, and yet about 1 million copies of the Baldrige criteria have been distributed. A Quality...



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