February 1996


Process-Product Integrity Audits: A Hardware Auditing Technique for the '90s

by Taylor, Michael J.

Fact finding, review, and implementation were the three phases used by Lockheed Martin Manned Space Systems to build quality into the processes and hardware products of its space shuttle program. This was called a process-product integrity audit...


Small Companies Learn How to Design in Quality

by Gaudard, Marie; Schoof, Jill; Paterno, Joseph J.

The Design of Experiments (DOX) program at the University of New Hampshire is a partnership between industry and academia. Since 1992 DOX has helped 29 teams from small companies use designed experiments to improve their processes and products. Every...


Implementing a Supplier Scorecard Program

by Desai, Mahesh P.

Improving supplier performance is crucial in the highly competitive and customer-driven electronics industry. Conner Peripherals has used a supplier scorecard program to track the work of its vendors. Such a program requires internal support from...


Timely Management Action Can Help Protect Profitability

by Mayor, Anibal Joseph

An economic feasibility analysis of problem resolution is a cost-benefit approach to problem solving. In manufacturing, problem analysis is one of the keys to product quality and manufacturing effectiveness. The economic feasibility of...


TQM, Reengineering, and the Edge of Chaos

by Leach, Lawrence P.

Complex-adaptive systems survive through evolutionary forces and self-organization (or positive feedback). This allows them to live on the edge of chaos, successfully balanced between the stagnation of stability and the self destruction of chaos....


Customer Loyalty: Playing for Keeps

by Struebing, Laura

Going beyond customer satisfaction means paying attention to lifetime customers, finding out what customers want, solving their problems, managing their moments of truth, rewarding them, and encouraging involvement from both customers and frontline...


Continuous Improvement Through the QS-9000 Road Map

by Lovitt, Mike

The automotive industry has harmonized supplier standards. QS-9000 has international applications for the Big Three (Chrysler, Ford, and General Motors) and other subscribers. Released in 1994 and revised in 1995, the QS-9000 framework includes the 20...


Five Ways to Improve the Contracting Process

by Hybert, Pete

Quality function deployment (QFD), teaming, integrated planning, change management, and customer-focused metrics can solve many contracting problems. QFD assures that requirements specifications are clear and have input from customer and contractor....


Trading Places: A New Way to Break Down Old Barriers

by Duhatschek, Marty; Stoelb, Dan

Managers and shop employees at Simmons Juvenile Products have learned about each other's jobs by periodically trading job responsibilities. The program grew out of recommendation from a total quality management team. The first participants were vice...


Connecting with Customers and Other Sage Advice

by Stratton, Brad

Armand V. and Donald Feigenbaum suggest that a company should be connected to its stakeholders, maintain its leadership, and integrate its quality improvement efforts. These founders of General Systems Co. say that the total quality approach, when done...


Americans' Nostalgic Affair with Loyalty

by Bemowski, Karen

A loyalty archetype study examined the emotions, archetype code, company behavior, and words that are linked to customer loyalty in America. The study was conducted by Archetype Discoveries in fall, 1995, for nine organizations. Americans link loyalty...



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