October 1995


Open Access

The Multi-Vari Chart: An Underutilized Quality Tool

by Zaciewski, Robert D.; Németh, Lou

The multi-vari chart is a key to identifying root causes of excessive variation. It is especially useful for inside and outside diameters, runout, and taper. It is applicable in service and manufacturing sectors. In a case study, a grinding operation...


Smooth Sailing for Your Quality Program

by Miller, Shawn

Quality initiatives and strategic plans rely on five ingredients that have sailing analogies. First, management must be visibly committed to the initiative. Their leadership is like the wind that powers a sailboat. Second, the initiative should focus...


The IRS and TVA Are Leading the Way

by Guffey, Cynthia J.; Helms, Marilyn M.

The Internal Revenue Service (IRS) and Tennessee Valley Authority (TVA) have been successful in reinventing government. This initiative, also known as the National Performance Review, is driven by political pressure, citizen concern, and the large...


Use Technology to Unleash the Potential of Your Quality Improvement Teams

by Teegarden, James W.

Group decision support systems (GDSS) can increase the effectiveness of problem-solving teams. Teamwork is important because groups create better decisions than do individuals, especially if the groups are cross functional. However, power, status, and...


The Chicken Is Involved, but the Pig is Committed

by Kern, Jill Phelps

Cascading teams can overcome resistance to change. Team members are both involved and committed. Two examples show how cascading teams work at Digital Semiconductor. First, a small team identified goals to improve product forecasting. This core...


Quality Management Practices Worldwide: Convergence or Divergence?

by Yavas, Burhan F.

This study compared U.S. and Pacific Rim electronics-industry managers' attitudes toward quality. A 33-item questionnaire was distributed to 285 individuals, most of whom were middle managers. The 68.8% response rate included 96 responses from 17...


What Do Managers Really Think of the ISO 9000 Registration Process?

by Weston, F. C., Jr.

Forty Colorado companies were surveyed about the ISO 9000 registration process. Each company was ISO-9000 registered, and the key ISO 9000 person at each firm answered the 22 open-ended survey questions. Results indicate that 85% of the firms sought...


Learn TQM Principles Using Jumbled Proverbs

by Dakin, Stephen; Wood, Graham

A simulation demonstrates the differences between the frustration of chaos and the control of quality improvement. Participants are workers for the UNJUMBLING Corporation. Their job is to decode jumbled phrases into English proverbs. A facilitator...


Motorola's Fountain of Youth

by Bemowski, Karen

Renewal is a key to success at Motorola. As technology has changed, the company has updated its product line. Its goals include the six sigma standard and reduced cycle times. More than 132,000 employees are renewed through continuing education in a...


Quality Is Helping Canadian Airlines International Get Off the Ground

by Bemowski, Karen

Employee involvement and customer focus has enabled Canadian Airlines International to improve its customer service ranking from last to first in five years. An interview with chief executive officer (CEO) Kevin J. Jenkins highlights the company's...


TQM in the College Classroom

by Turner, Ronald E.

Faculty members in higher education have resisted TQM (total quality management). However, TQM principles can improve the educational process. In a customer -focused classroom, the instructor is eager to receive student feedback, especially if the...


ISO 9000: A Practical Step-by-Step Approach

by Benson, Roger S.; Sherman, Richard W.

Grace Specialty Polymers (GSP) achieved multisite certification to ISO 9001-1987 through a stair-step approach. First, top management set the registration goal. Second, an executive steering committee was chartered and trained. Third, an ISO...


Hospital Sets New Standard as Closure Approaches: Quality Is Continuous

by Dasch, Martha L.

A same-day surgery (SDS) unit improved itself through long-term commitment to quality. At the Naval Hospital Orlando, a survey of patients and staff had revealed problems in pre-admission, scheduling, and physical layout. A self-directed SDS...


Where's the Q in TQM?

by Hawley, John F.

Understanding organizational change is prerequisite to a successful TQM (total quality management) initiative. Resistance will be a problem especially if change is imposed or is expected of only some levels of the organization. Even when change is...


Blue Cross/Blue Shield of Ohio: A Profile in Change

by Smith, Sheila J.

Transformation from bureaucracy to action-oriented change management requires planning, leadership, and attention to basics. Blue Cross/Blue Shield of Ohio (BCBSO) has used this strategy to compete in the new health care industry. BCBSO's change...


Factoring Ethics into the TQM Equation

by Buban, Margaret

A technician was summoned to company to repair a major piece of manufacturing equipment. The plant manager anxiously looked on, since the entire production line was stopped....



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